Customer Service Manager

BECOME THE CHAMPION OF CUSTOMER SERVICE AND TAKE OUR CUSTOMER EXPERIENCE TO THE NEXT LEVEL

THE OPPORTUNITY:

Since 1984, Lakeshirts has grown from a basement on the lake to a leading apparel manufacturer specializing in garments (and hats, tee, stickers, socks...you get our drift) for the resort and collegiate markets. With a vibrant, fun, and collaborative culture, we're proud of our unique workplace and our commitment to living out our values on the daily, and our motto of "life's better in a t-shirt."

We're looking for an exceptional leader with proven customer service aptitude to join our team as a Customer Service Manager to help us continue to WOW Our Customers on the next level, which is our #1 Core Value!

Working closely with Divisional Sales Managers, this team member will play a crucial role in driving

the financial success of the business. They will be responsible for ensuring an ah-mazing customer experience, supporting and growing our National Sales Rep team, and overseeing internal sales order processes (with the goal of Continuous Improvement...Core Value #2).

As the leader of a diverse team of customer service professionals in a process rich environment, this Manager will foster a vibe that is all about collaboration, respect, positivity and a little fun thrown in, contributing on the daily to our core values and our unique workplace culture.

This role involves cultivating a high-caliber, collaborative TEAM (core value #3) where each employee is engaged and contributing to our values, while catering to the needs of internal and external customers. They will understand & contribute to our focus on building long-term customer relationships (there's that value of WOW Our Customers coming in again) and continuous process improvement (another Core Value again, whaddya know!).

If you live and breathe servant leadership, and have a passion for delivering outstanding customer service day in & day out, and you're ready for a rapid ride aboard the ever-moving t-shirt train, this could be the perfect fit for you

Open to onsite (Detroit Lakes, MN), hybrid or remote. If you reside in one of the following states, you will be considered for remote: AZ, CA, CO, FL, IA, ID, IL, KS, MA, MI, MN, MO, NC, ND, NV, NY, OK, PA, SC, SD, TX, VA, WI Schedule: Monday-Friday, 8a-5p, 45+ hours per week

A Typical Day (job functions) | Goal Setting + Assign Work + Collaborate + Communicate

• Supervise the daily operations of the customer service department
• Setting customer service goals for team members and helping them reach those goals
• Building and improving processes and procedures in collaboration with other Managers and Trainers (embracing a NIMBLE mentality & having a Continuous Improvement mindset)
• Empowering the service team to provide a top-notch, customer-centric experience by holding the team accountable and removing roadblocks
• Developing and maintaining a reliable customer loyalty program
• Interacting with customers and resolving escalated issues promptly and effectively
• Building and nurturing relationships with key customers, reps and internal management team
• Hiring and implementing an effective training program for the department
• Demonstrating excellent multi-tasking and attention to detail
• Applying strong problem-solving and analytical skills
• Providing courteous and professional customer service
• Exhibiting outstanding communication skills, both written and oral

Skills (qualifications) | Servant Leadership + Multi-task + Problem Solve + NIMBLE + TEAMwork

• Degree in Business, Marketing, Merchandising, or related field preferred
• Minimum of 5+ years customer service leadership experience in a fast-paced or high-volume sales department
• Detail-oriented with strong computer skills
• Proficient in Microsoft Office products; both Excel & Word are required
• Experience with CRM software welcomed, and Salesforce experience a great bonus
• NIMBLE; ability to quickly react and find solutions
• Strong team player with a collaborative mindset
• Servant leadership style that prioritizes humility and support
• Skilled at handling multiple interruptions while maintaining focus and follow-through