Customer Service Manager, Brand Support

This position is responsible for overseeing customer service operations that support national, branded, and third-party customer accounts. This role has overall accountability for managing and maintaining relationships with all third-party service providers and vendor partners, ensuring alignment with organizational objectives, service expectations, and customer requirements. This role is also responsible for evaluating, reviewing, and approving customer pricing across all account types, balancing customer needs, operational considerations, and business profitability while ensuring consistency and compliance with company pricing strategies.

Essential Duties/Responsibilities

Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.

• Leads, supervises, and develops assigned agents through coaching, performance management, training, and career development.

• Establishes team priorities, workload distribution, and service standards to ensure effective support of national and branded customer accounts. 

• Serves as the highest level of escalation for complex customer service, operational, and account-related issues as it relates to Brand customers. 

• Analyzes customer data, service, and operational performance metrics to identify trends, risks, and opportunities for improvement. 

• Develops and implement processes, procedures, KPIs, and best practices that enhance customer satisfaction and operational efficiency. 

• Partners with Customer Service, Accounting, Sales, Transportation, and Third-Party Service Providers to ensure successful execution of customer service commitments. 

• Provides strategic recommendations to leadership regarding customer service initiatives, resource planning, process improvements, and customer retention strategies. 

• Ensures the accuracy of customer records, service documentation, billing coordination, and account management activities. 

• Fosters a culture of accountability, collaboration, continuous improvement, and exceptional customer service.

• Other duties as assigned

Minimum Qualifications

• High School Diploma or equivalent.

• 5+ years of customer service, account management, or operational support experience in a corporate environment.

• 2+ years of leadership, supervisory, or team management experience

• Demonstrated proficiency in business technologies, including CRM systems and Microsoft Office applications. 

• Strong leadership, coaching, and employee development skills

• Strong multitasking, disciplined time management, organizational, and prioritization skills, with the ability to manage competing priorities in a fast-paced environment

• Excellent verbal and written communication skills with the ability to influence stakeholders across multiple organizational levels

• Demonstrated analytical and problem-solving skills with the ability to make sound business decisions independently

• Proven ability to lead change, drive accountability, and achieve results through others by setting the standard for ownership, professionalism, and execution

Preferred Qualifications

• Associate's or Bachelor's degree. 

• Experience managing customer service, account management, or shared service teams. 

• Experience supporting national or multi-location customer accounts. 

• Experience with Oracle or other enterprise business systems. 

• Proven ability to lead continuous improvement initiatives and process optimization efforts. 

• Strong financial acumen, including experience with billing, payment processes, or operational reporting. 

• Demonstrated success managing cross-functional projects and stakeholder relationships.

Working Conditions and Physical Demands 

• Position is based in an office environment
• Occasional travel to off-site locations is required.
• Requires prolonged sitting and movement throughout office/work locations, as well as occasional use of computers and office equipment.
• Must occasionally stoop, kneel, crouch, crawl, and climb or balance.
• Must be able to communicate effectively and identify potential workplace hazards.
• Requires the ability to occasionally lift and/or move up to 10lbs.