Customer Service Manager

Location: On-site at 942 Old Liverpool Rd, Liverpool, NY 13088, USA

Salary: $106,275–$141,700 per year

Company

A global materials science and digital identification solutions company operating in more than 50 countries with approximately 35,000 employees.

What you will do

• Lead, retain, and develop high-potential talent through coaching, feedback, performance management, and annual reviews.
• Oversee high-volume customer service operations, including staffing and scheduling for changing order volumes, seasonal peaks, and tight delivery windows.
• Handle critical customer disputes, supply chain challenges, and end-to-end order processing through logistics communication.
• Analyze workflows, remove operational bottlenecks, track KPIs, and manage operational budgets.
• Partner with Commercial, Sales, and Finance leaders to align customer service goals with revenue targets and communicate with senior enterprise leadership.

Requirements

• At least 3 years of customer service or operations management experience in a fast-paced environment.
• Proven experience building teams, retaining staff, developing talent, and resolving conflicts.
• Expertise managing high-volume workflows with strong written and verbal communication skills.
• Strong retail management and leadership experience is preferred.

Nice to have

• Hands-on experience or product knowledge in workwear or team sports equipment and apparel.

Culture & Benefits

• Healthcare network covering medical and behavioral health professionals.
• 401(k) plan with an automatic 3% contribution and matching contributions.
• Company-paid basic life insurance.
• Paid time off with vacation eligibility based on experience and position.
• Equal opportunity workplace with reasonable accommodation support.

Hiring process

• Video and/or in-person interviews with identity verification.
• Final candidates must complete a post-offer background check and drug screening.