Customer Service Manager

About Us:

Champro® is a privately-owned sporting goods and apparel manufacturer that has been in business for 30+ years. We deliver high-value, traditional & innovative athletic equipment and apparel via outstanding, integrity-driven customer service. Our business philosophy is focused on our customers and we take pride in providing them with the best overall values in team sports products.

Position:

CHAMPRO is seeking a Customer Experience Manager, to provide strong, decisive leadership to a large, dynamic team of customer service specialists for stock and customized goods. You will be responsible for driving performance, fostering a culture of excellence, and ensuring the team consistently delivers outstanding customer service. In this role, you will work closely with the Director of Customer Experience to implement strategic initiatives and maintain high service standards. Your leadership will be instrumental in ensuring operational efficiency, team development, and overall customer satisfaction.

Key Responsibilities:

• Provide strong leadership to a large team of customer service specialists, ensuring they meet and exceed performance goals while maintaining high levels of customer satisfaction.
• Lead by example, inspiring the team to deliver exceptional service and achieve department objectives.
• Implement performance management practices that enable each team member to excel in their roles, including coaching, mentorship, and ongoing professional development.
• Collaborate with the Director of Customer Experience to develop and execute strategic plans to elevate the customer experience and meet organizational goals.
• Effectively manage the team’s daily operations, including prioritizing workloads, setting clear expectations, and ensuring the team works efficiently under pressure.
• Foster a positive, customer-centric culture within the team, focusing on accountability, open communication, and continuous improvement.
• Leverage strong problem-solving and decision-making skills to resolve escalated customer issues and drive improvements in service delivery.
• Partner with Human Resources in recruitment, onboarding, and performance management to ensure the team has the right talent and is fully equipped to succeed.
• Monitor team performance metrics, using data-driven insights to make informed decisions and optimize processes for efficiency and effectiveness.
• Build and maintain strong cross-functional relationships, ensuring alignment with broader organizational goals and seamless communication between departments.
• Serve as the primary point of contact for resolving complex customer concerns and escalations, ensuring prompt and professional resolution.
• Lead long-term customer experience projects, ensuring team alignment with organizational initiatives.

Qualifications:

• 5+ years of experience in a customer service or customer experience leadership role, with proven success in managing large teams and driving performance.
• Exceptional leadership skills, with a demonstrated ability to motivate, mentor, and guide large teams of customer service specialists.
• Strong understanding of team dynamics, employee development, and fostering a culture of accountability and excellence.
• Advanced organizational skills, with the ability to manage multiple priorities, projects, and a large workforce in a fast-paced environment.

Company Culture:

We are proud to offer eligible associates a full-range of benefits including medical, dental, vision and life insurance, as well as short-term and long-term disability, 401K, Profit Sharing, paid time off, holidays, and reimbursement toward gym membership fees. A collaborative atmosphere working together to exceed our customers’ expectations, as well as, an Equal Opportunity Employer bringing together diverse individuals to develop new and innovative solutions