Job Title: Client Service Manager

Reports to: VP of Customer Experience

Job Summary: The Client Service Manager is responsible for leading, motivating, and managing a team of client service representatives to ensure smooth daily operations and the delivery of prompt, professional support to clients. This role ensures that a high level of customer service is consistently provided across all areas of the department, and plays a key part in enhancing the overall client experience by maintaining high service standards and resolving escalated issues.

Supervisory Responsibilities:

• Oversees the daily workflow of the department.
• Manage staffing schedules to ensure adequate coverage during peak hours, anticipate staffing needs, and handle resource adjustments to maintain consistent service delivery.
• Ensure the team adheres to all established department policies and procedures.

Duties/Responsibilities:

• Ensure a consistently high level of customer service is delivered across all touchpoints within the department.
• Provide ongoing coaching and training to team members to ensure they are equipped with the skills necessary to deliver exceptional service and achieve performance goals.
• Address client concerns, resolve complaints, and manage complex inquiries to ensure a positive client experience.
• Serve as the point of escalation for unresolved client issues, ensuring timely and professional handling.
• Identify areas for process improvement and collaborate with leadership to implement solutions that enhance service delivery.
• Develop and execute training and quality assurance programs for both new and existing employees.
• Partner with internal departments such as Shipping, Production, QA & Logo to facilitate seamless service and communication across functions.
• Performs other related duties as assigned.

Required Skills/Abilities:

• Excellent verbal and written communication skills.
• Excellent interpersonal and customer service skills.
• Excellent organizational skills and attention to detail.
• Strong analytical and problem-solving skills.
• Proven leadership and team management skills.
• Proficient with Microsoft Office Suite and CGS Blue Cherry.

Education and Experience:

• Bachelor's degree or equivalent work experience.
• At least five years of related experience required, with prior management experience highly preferred.

Physical Requirements:

• Prolonged periods sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.