Customer Service Manager

Family-owned and operated since 1977, Stormtech Performance Apparel is one of the fastest-growing suppliers in the promotional product industry, with four distribution centers shipping to 40 countries worldwide. We are seeking a Customer Service Manager with a player/coach mentality to lead and mentor our team.

We value teamwork, integrity, accountability, adaptability, and the drive to continuously improve. Our approach to service and distribution focuses on providing a simple and trusted experience for our customers. We are committed to fostering a culture that strives toward a sustainable future.

**ROLE OVERVIEW**

Reporting to the Senior Director of Customer Experience, the Customer Service Manager will be responsible for leading and developing the company’s Customer Service Team, which consists of up to 30 CSRs in our Canadian and UK offices and up to 15 offshore CSRs.

Your expertise in team development, issue escalation and resolution, and Salesforce Service Cloud will be crucial to your success. Experience training and mentoring small to mid-sized teams and a passion for improving customer experiences are essential.

**KEY RESPONSIBILITIES**

**Team Coaching and Mentoring**:

- Act as a hands-on leader, providing ongoing coaching, feedback, and development opportunities to our Customer Service Representatives and Supervisors.
- Foster a positive, high-performance team environment through effective leadership and interpersonal skills.
- Encourage and support continuous learning, ensuring each team member is equipped to excel.
- Lead by example in customer interactions, demonstrating best practices for handling complex issues.
- Support team members in their development, fostering personal and professional growth.
- Lead and participate in recurring one-on-one coaching sessions.

**Quality Monitoring and Assurance**:

- Monitor and manage the performance of both onshore and offshore customer service teams, taking corrective actions as necessary.
- Establish and maintain high standards of quality assurance to exceed customer expectations.
- Develop and communicate quality standards, ensuring alignment and clarity for all team members.
- Manage team performance, productivity, and service levels, taking corrective action as needed.
- Implement quality monitoring systems and continuous improvement initiatives based on data-driven insights to enhance team performance and customer satisfaction.
- Regularly review performance metrics, providing direct coaching and feedback to supervisors and CSRs to ensure consistent and trusted service levels.
- Collaborate with the CS Leadership team to develop and implement annual training and development plans for the team.

**Customer Escalation Management**:

- Serve as the primary point of contact for high-level customer escalations, resolving issues quickly and effectively.
- Collaborate with other departments to address recurring pain points and implement preventive measures.
- Provide post-escalation coaching for supervisors and customer service representatives to prevent similar issues in the future.
- Analyze and resolve escalated service issues by identifying and implementing process improvement opportunities and effectively rolling these out to the team.

**Sales Team Escalation Management**:

- Collaborate with the Stormtech sales teams to manage order-related escalations, processes, and disputes.
- Work with Sales Leadership to resolve issues, offer feedback, and identify areas for improvement.
- Provide post-escalation coaching for supervisors and customer service representatives to prevent similar issues in the future.
- Ensure clear communication and alignment between customer service and sales teams for a seamless customer journey.

**Department Management**:

- Provide strong leadership in hiring, training, mentoring, and performance management.
- Conduct semi-annual performance reviews and manage the contact center shift schedule.
- Ensure compliance with company health and safety guidelines.
- Handle other tasks or projects as needed.

**REQUIREMENTS**
- 5+ years of experience and success in a customer service leadership & quality assurance role.
- Experience with Salesforce Service Cloud and its reporting functionality.
- Experience in B2B sales, service and distribution environments.
- Proven ability to improve customer experiences and drive positive results.
- Proven track record of building a supportive and collaborative team culture.
- Clear and effective communication skills, both verbal and written.
- Demonstrated proficiency in organization, time management, and project management.
- Able to independently lead a fast-paced and nimble operation. Calm under pressure.
- Adaptive problem-solving skills are key—creative solutions are welcomed.
- Team-oriented with the ability to collaborate and positively influence others.
- Analytical mindset with a talent for identifying trends and improvement opportunities.
- Ability to travel in Canada, th