Customer Service Manager

BECOME THE CHAMPION OF CUSTOMER SERVICE AND TAKE OUR CUSTOMER EXPERIENCE TO THE NEXT LEVEL

THE OPPORTUNITY:

Since 1984, Lakeshirts has grown from a basement on the lake to a leading apparel manufacturer specializing in garments (and hats, tee, stickers, socks...you get our drift) for the resort and collegiate markets. With a vibrant, fun, and collaborative culture, we're proud of our unique workplace and our commitment to living out our values on the daily, and our motto of "life's better in a t-shirt."

We're looking for an exceptional leader with proven customer service aptitude to join our team as a Customer Service Manager to help us continue to WOW Our Customers on the next level, which is our #1 Core Value!

Working closely with Divisional Sales Managers, this team member will play a crucial role in driving

the financial success of the business. They will be responsible for ensuring an ah-mazing customer experience, supporting and growing our National Sales Rep team, and overseeing internal sales order processes (with the goal of Continuous Improvement...Core Value #2).

As the leader of a diverse team of customer service professionals in a process rich environment, this Manager will foster a vibe that is all about collaboration, respect, positivity and a little fun thrown in, contributing on the daily to our core values and our unique workplace culture.

This role involves cultivating a high-caliber, collaborative TEAM (core value #3) where each employee is engaged and contributing to our values, while catering to the needs of internal and external customers. They will understand & contribute to our focus on building long-term customer relationships (there's that value of WOW Our Customers coming in again) and continuous process improvement (another Core Value again, whaddya know!).

If you live and breathe servant leadership, and have a passion for delivering outstanding customer service day in & day out, and you're ready for a rapid ride aboard the ever-moving t-shirt train, this could be the perfect fit for you

Open to onsite (Detroit Lakes, MN), hybrid or remote. If you reside in one of the following states, you will be considered for remote: AZ, CA, CO, FL, IA, ID, IL, KS, MA, MI, MN, MO, NC, ND, NV, NY, OK, PA, SC, SD, TX, VA, WI Schedule: Monday-Friday, 8a-5p, 45 hours per week

A Typical Day (job functions) | Goal Setting Assign Work Collaborate Communicate

• Supervise the daily operations of the customer service department
• Setting customer service goals for team members and helping them reach those goals
• Building and improving processes and procedures in collaboration with other Managers and Trainers (embracing a NIMBLE mentality & having a Continuous Improvement mindset)
• Empowering the service team to provide a top-notch, customer-centric experience by holding the team accountable and removing roadblocks
• Developing and maintaining a reliable customer loyalty program
• Interacting with customers and resolving escalated issues promptly and effectively
• Building and nurturing relationships with key customers, reps and internal management team
• Hiring and implementing an effective training program for the department
• Demonstrating excellent multi-tasking and attention to detail
• Applying strong problem-solving and analytical skills
• Providing courteous and professional customer service
• Exhibiting outstanding communication skills, both written and oral

Skills (qualifications) | Servant Leadership Multi-task Problem Solve NIMBLE TEAMwork

• Degree in Business, Marketing, Merchandising, or related field preferred
• Minimum of 5 years customer service leadership experience in a fast-paced or high-volume sales department
• Detail-oriented with strong computer skills
• Proficient in Microsoft Office products; both Excel & Word are required
• Experience with CRM software welcomed, and Salesforce experience a great bonus
• NIMBLE; ability to quickly react and find solutions
• Strong team player with a collaborative mindset
• Servant leadership style that prioritizes humility and support
• Skilled at handling multiple interruptions while maintaining focus and follow-through
• Must love dogs (we kinda like them at our MN headquarters, and we hope you do, too)

Remote Qualifications | Minimum Requirements:

To effectively fulfill your responsibilities, we expect remote team members to have a reliable internet connection that meets the following minimum requirements:

• Download Speed: A minimum download speed of 100 megabits per second (Mbps) is necessary to ensure swift access to online resources, efficient communication, and seamless collaboration with your colleagues. We recommend 200 Mbps download.
• Upload Speed: Your internet connection should have a minimum upload speed of 20 megabits per second (Mbps). This speed allows for smooth sharing of files, participating in virtual meetings, and contribution to our collaborative work environment. We recommend 50 Mbps Upload.

It is important to note that these above requirements are based on the assumption that your internet connection is dedicated primarily to work-related tasks during business hours. We understand that many households have multiple users and may engage in activities such as streaming services like Hulu, Netflix, YouTube, etc. However, your work-related activities must receive the necessary bandwidth and remain uninterrupted.

All remote employees are also responsible for the following:

• Must have both Cable and DSL for Internet Types
• Must supply their own equipment (including but not limited to monitors, cameras, and computer accessories)
• We recommend employees have two monitors for work tasks
• Please note that Chromebooks are not compatible with our systems.

OUR CULTURE IS ONE-OF-A-KIND AND TRULY SETS US APART. We are proud of our humble beginnings and non-corporate style. We offer a unique atmosphere, unlike any other manufacturer. We work hard to be the best and we seek only committed individuals that will help move our company forward and embrace our values and culture. Lakeshirts | Blue 84 is one of the largest privately-owned screen-printing manufacturers in the United States, responsible for decorating and distribution of a wide variety of garments for the resort, college and K-12 markets. At our headquarters in Detroit Lakes, MN, we employ over 900 great people, proudly producing 45,000 garments daily. It's not just a job but a lifestyle. Our job descriptions help support and guide you in the role you play in making our company successful. LIFE'S BETTER IN A T-SHIRT. IT REALLY IS.

Cognitive or Mental Requirements of the Job:

Employee must be able to see and hear, read and write. Requires good judgment, people-oriented, flexible organized diplomatic, reliable, enthusiastic, courteous, helpful, patience.

Physical Demands:

Occasionally: Lifts, Carries, Pushes, Pulls, Climbs, Balances, Bends, Twists, Crawls, Reaches, Lifts 25-50lbs, Lifts over 50 lbs, Carries 25-50lbs, Carries over 50lbs, Reaches at above or below shoulder height

Frequently: Lifts under 10lbs, Lifts 25-50lbs, Carries Under 10lbs, Carries 10-24lbs

NOTE: This job description is not intended to be all-inclusive and should in no way be considered a contract or guarantee of employment. Employee may perform other related duties as needed, based on the ongoing needs of the business. Minnesota is an Employment-At-Will state and implies no specific length of employment.

Continuously: Stands, Walks, Sits