Customer Service Manager

We are seeking a reliable, organized, and passionate Customer Service Manager to work full-time at our offices in Charleston, SC (this position is an in-office job, Monday through Friday from 9am to 5pm). As the Customer Service Manager, you understand the importance of enhancing customer experience by answering inquiries and providing consistent follow-up that drive customer satisfaction. You will take a proactive approach to customer experience as well as being on top of trends and best practices for systems to enhance customer support. In this role, you will lead a small team and regularly interface with Sales, Marketing/eCommerce, and Operations. 

What You Will Do

•  Enhance customer service procedures, policies, and standards to continually improve our customer’s experience.
• Interact with customers via phone, email, online chat, or in person to provide support and information on products or services - acting as an extension of sales focused on direct-to-consumer selling.
• Handle any order management discrepancies between our ERP and DTC systems for seamless fulfillment of customer orders. 
• Lead the team to take ownership of customers issues and follow problems through to resolution.
• Implement any customer service systems and evaluate the current tech stack. 
• Manage and evaluate CSAT scores while mentoring and developing customer service associates
• Nurture an environment where associates can excel through encouragement and empowerment.
• Communicate with internal operations, sales, and logistics teams as well as external 3PL for seamless cross-functional order and inventory management.

• 3+ years in Customer Service role (retail/dtc preferred)
• In-depth understanding of sales principles and customer service practices 

• Excellent communication skills – verbal and written 
• Prefer experience in the apparel industry or similar consumer products firms  
• ERP systems experience preferred 
• Ability to prioritize tasks, think on your feet, and be able to work through issues that may arise  
• Detail oriented and comfortable working in a fast-paced environment 
• Proactive, solution provider with composure 
• Ability to multi-task and manage competing priorities 
• Experienced advocate for continuous improvement 

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, IRA)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Short Term & Long Term Disability