Senior Manager Customer Service
Company: Cirrus Group Consulting
Location: Bristol
Posted on: February 17, 2026
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Job Description:
Job Description Job Description Reporting to the Director of
Customer Operations, this position is responsible for managing the
day-to-day operations of the Wholesale Customer Operations team.
With a customer service mindset, you will work closely with the
customer service team and other functional areas within the company
to continually innovate and improve the service strategy in
alignment with the changing needs of business and customers. Assist
the Director, Customer Operations in developing strategies, plans
and operational guidelines to support and enhance the customer
experience. Creates processes and tactical plans to achieve overall
business objectives. RESPONSIBILITIES · Foster a customer-focused
culture · Develop proactive, modern strategies to improve upon the
customer experience, engagement and service · Build a strong
leadership team that cultivates excellence by continually
challenging current methods, taking risks to improve results, and
creating a fully engaged, cohesive and service oriented customer
service team · Leadership in continuous improvement of processes to
enhance current operations and set up team to deliver growth ·
Analyze trends in key performance areas within customer service
teams - ensure quality service and delivery standards are being met
· Analyze and establish operational processes and escalation
procedures · Build relationships and work cross-functionally to
ensure our Retail Partners are heard and serviced with Best in
Class results · Maintain current knowledge on industry trends and
best-practices · Develop staffing plans and department budgets ·
Determines customer service center operational strategies by
conducting needs assessments, performance reviews, capacity
planning, and cost/benefit analyses; defining user requirements;
establishing technical specifications, and production,
productivity, quality, and customer-service standards. · Develop
and execute training programs to ensure the team fully understands
the customer needs. · Directs and supports the customer service
center in the attainment of key performance indicators metrics such
as order entry accuracy, ship date, relationships with Sales team
and Retail partners. · Provides counseling and guidance for
Customer Operations Reps · Tracks and analyzes Customer service
center performance versus service goals/metrics; issue regular
reports to senior management and business unit customers of
performance versus goals and recommended actions. · Ensures
compliance with standard practices and processes in the customer
service center; in addition is responsible for implementing best
operations practices and process improvement. · Serves as a liaison
between senior leadership and the customer service centers to
cascade organizational strategies and goals to the customer service
center. Builds a team environment through regular contact,
trainings, communication, and meetings with staff and team. MUST
REQUIREMENTS: · Bachelor’s Degree · 5-Years experience managing a
customer service team · Experience with Microsoft D365 and Shopify
· Strong interpersonal, writing and problem solving skills ·
Self-motivated and capable of maintaining high standards while
working independently. · Excellent analytical skills with a strong
attention to detail and exceptional planning and organizational
skills. · Excellent excel skills · Effective oral and written
communication skills and excellent interpersonal skills. · Ability
to lead and coach multiple teams and handle multiple issues
simultaneously. · Requires experience working under strict
deadlines and willingness to work beyond normal work hours in order
to meet closing, reporting & project deadlines. · Promotes and
Fosters teamwork and instill high employee morale and ensures cross
training between inside sales and customer service
Keywords: Cirrus Group Consulting, Wayne , Senior Manager Customer Service, Customer Service & Call Center , Bristol, New Jersey
