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Vantage Apparel · 5 hours ago

Customer Service Manager

Avenel, NJ

Full-time

Onsite

Entry, Mid Level

2+ years exp

Vantage Apparel is the nation’s top source for custom logo apparel, serving as the premier choice of renowned global brands. The Customer Service Manager is responsible for the day-to-day operations of the support teams, focusing on delivering exceptional service and implementing operational improvements to enhance team performance and customer satisfaction.

ApparelE-CommerceFashionLifestyleRetail

Responsibilities

Carry out customer service functions with a comprehensive understanding of Standard Operating Procedures

Define and optimize customer service workflows, including order entry, tracking customer goods, production transparency, and follow-up standards

Monitor and evaluate team performance through data analysis, call audits, and quality checks, preparing reports and recommending improvements

Drive process and service enhancements by implementing best practices, improving support channels, and participating in continuous improvement initiatives

Identify and proactively remove operational obstacles that hinder team productivity or customer satisfaction

Support onboarding and training for new customer service team members to ensure readiness and consistency

Collaborate with PC Support, developers, and cross-functional departments on system enhancements, product changes, and customer-centric initiatives

Develop and refine customer experience measurement tools, including IVR improvements, UX enhancements, and customer satisfaction KPIs

Manage customer escalations efficiently, coordinating with internal teams to ensure timely resolution

Build and maintain strong relationships with key customers while ensuring a positive and consistent experience

Maintain expertise in commissions, royalties, licensing, barcodes, hang tags, UPC management, and Special Markets program details

Collaborate with internal teams to identify licensing agencies and support Special Market accounts and sales reps

Develop best practices for phone, text, chat, and email to ensure effective customer follow-up

Support colleagues and enhance overall service operations as a collaborative team member

Qualification

Customer service managementData analysisProcess managementMicrosoft Office SuiteCRM systemsCoachingConsumer journey mappingCollaborationProblem solvingOrganizational skills

Required

Proactive, forward-thinking team player thriving in collaborative environments

Collaborates effectively with technical and non-technical stakeholders at all levels to support organizational goals

Strong organizational skills with the ability to manage multiple priorities simultaneously

Skilled in analyzing data to create, implement, and execute service plans

Demonstrates a credible and effective coaching style

Experienced in solving both simple and complex problems

Proficient in process management and business workflow optimization

Knowledgeable in consumer journey mapping to deliver best-in-class experiences

Bachelor's degree (B.A.) or 2-3 years of relevant experience and/or training, or an equivalent combination of education and experience in customer service management or operations

Proficient in Microsoft Office Suite (Excel, Word, Outlook, PowerPoint) required