Job Details

** Customer Service Manager, Accounts**

ID

19958-0222-76477

Location : Street

Remote

Pos. Type

Full Time Regular

Job Location

US-NC-Winston-Salem Remote

Pos. Category

Distribution

Location Zip

Remote

No

DueDate

02/11/2022

**Overview**

HanesBrands Inc. is a global company with more than 60,000 associates in 47 countries, all working together to create the worlds best apparel to include iconic brands such as Champion, Hanes, Bali, Bonds, and many more. We offer enormous opportunities for creative thinkers, for people with a passion for consumers, and for people who think like business owners. Were building a truly inclusive culture, where people of different backgrounds, races, cultures and experiences come together to make us stronger. We are a sustainable company committed to making a positive difference in our communities and around the world.

The Customer Service Manager provides leadership for all inbound and outbound customer interfaces to sustain and enhance the business relationship with assigned accounts. This position is fully responsible for the entire order management process for a group of assigned accounts across one or more classes of trade. The Customer Service Manager is responsible for leading a team of customer service professionals (exempt and non-exempt) to increase team productivity and performance which includes process all orders in a timely, accurate, and cost effective manner. The Customer Service Manager is responsible for team and individual development, establishing and maintaining customer management requirements, and serving as a resource to quickly resolve all customer service issues and exploit all volume building opportunities. The Customer Service Manager will focus on achieving and surpassing customer expectations through leveraging positive relationships internal and external to HBI. The Customer Service Manager is an integral part of the linkage between front end sales and marketing initiatives with the account to the back end execution and service of those initiatives.

**Responsibilities**

* Make strategic, tactical, and immediate operational decisions that lead to providing superior customer service and preferred vendor status.

* Constantly evaluate systems necessary to accomplish business objectives. Actively participate in systems testing necessary to accomplish expected outputs to the customer. Manipulate existing systems to achieve a balance among fill rates, lead-times and inventory objectives.

* Actively interface with internal customers: Sales, Forecasting, Logistics, Marketing, Credit, Production Control, Distribution, Customer Operations, Information Technology, and other internal customers. Interaction will occur with all levels within the organization including Managers, Directors and Vice Presidents.

* Actively interface with external customers: Retailers (mass, dept store, distributors) all levels within the organization including senior buyers, general managers, distribution centers and logistics. Participating and contributing in meetings to explore opportunities to increase order volume and exceed customer expectations for customer service.

* Monitor, audit, and ensure compliance to all policies and procedures.

* Enforce pricing decisions and resolve all customer service discrepancies with accounts and internal departments.

* Responsible for the staffing, coaching, training and motivation of the Customer Service Team. Provide ongoing quality feedback (positive and feedback for improvement).

* Maintain thorough knowledge of supply chain for HBI products from concept of product to delivery to customer.

* Manage and approve expenses within the operating budget: monitor and control expense items such as travel, over time, supplies and training dollars.

* Provide input into and determine executing of outbound marketing/sales/support campaigns and programs.

* Report team results to Senior Management in a timely manner and provide clear communication about customer service issues and their resolution. This includes routine reporting as well as on-demand reporting that is necessary.

* Drive process improvements within/across departments and influence improvement external to the department.

* Ensure development plans for individual employees are well-defined, realistic, measurable, and acted upon in support of company goals.

* Provide strong leadership role in the development of empowered teams. Act as a catalyst for change. Demonstrate the ability to recognize team and individual achievements and efforts.

* Actively support all corporate, divisional and departmental standards of performance.

* Lead and/or actively participate in all volume-building initiatives.

* Monitor/utilize reports to measure performance.

* Support and represent Director of Customer Service as required.

**Qualifications**

* Education/Degrees: BA/BS degree

* Years of experience: 4 to 6 years or in lieu of degree, 6 to 8 years of experience

* Type of experience: Sales, Customer Service, Telemarketing, Logistics or Forecasting

* Problem solving and analytical skills will be required to resolve customer issues, measure performance and drive productivity.

To qualify, applicants must be legally authorized to work in the United States and should not require now, or in the future, sponsorship for employment visa status.

EOE/AA: Minorities/Females/Veterans/Disabled.

Only applicants requiring reasonable accommodation for any part of the application and hiring process should contact us directly:

Telephone: 877.###.####

Email: ...@hanes.com