Superior Group of Companies™, formerly Superior Uniform Group, established in 1920, is a combination of companies that help customers unlock the power of their brands by creating extraordinary brand experiences for employees and customers. It provides customized support for each of its divisions through its shared services model.

Fashion Seal Healthcare®, HPI™ and CID Resources are signature uniform brands of Superior Group of Companies. Each is one of America’s leading providers of uniforms and image apparel in the markets it serves. They specialize in innovative uniform program design, global manufacturing, and state-of-the-art distribution. Every workday, more than 6 million Americans go to work wearing a uniform from Superior Group of Companies.

JOB SUMMARY

A vital management position within Superior Uniform Group, the customer support manager ensures that all customers receive the highest level of service possible. You will lead the customer care team with a focus on timely resolution of problems, as well as accurate and timely fulfillment and shipping of orders.

This role requires a high level of collaboration with leadership, inventory, call centers, sales, and operations teams. You will also partner with the on-site distribution center managers in real time to ensure maximum satisfaction of Superior customers.

ROLE AND RESPONSIBILITIES

• Manages a team that provides expert and timely responses to internal and external customer inquiries over email, phone, Zoom, via direct contact or Customer Care inbox
• Maintains the highest standards of external and internal customer service by immediately attending to and resolving customer issues
• Analyzes order flow ensures that orders are processed based on priority status
• Collaborates with distribution operation team for troubleshooting and problem resolution
• Provides order aging and other data to facilitate timely fulfillment
• Partners with Inventory, Production, and Account Management to minimize the impact of back orders
• Regularly implements continuous improvement practices based on fulfillment results and team’s effectiveness at meeting SLA targets
• Participates meaningfully in safety activities, audits, team safety projects, compliance, etc., as directed or requested.
• Other responsibilities as required

REQUIRED EDUCATION/SKILLS/EXPERIENCE

• 5+ years of experience in a distribution support role
• Prior experience with managing customer support teams
• Superior communication skills (oral and written)

PREFERRED QUALIFICATIONS

• SAP or other Enterprise Resource Planning programs.
• WMS and TMS knowledge

COMPETENCIES

• FACT–BASED MANAGEMENT – They view the organization as an open system, synthesize information from diverse sources, come to conclusions, and make decisions that are rational and based on sound evidence.
• COACHING AND DEVELOPING OTHERS – Service Managers provide quality time and planned commitment to direct reports and provide processes and opportunities for them to understand their strengths and limitations in relation to a range of high-quality and relevant Competencies.
• SERVICE FOCUS – They place great emphasis on creating customer loyalty by ensuring the highest value of service is always provided and by delivering on commitments to the customer.
• COMMUNICATING – They provide the information required by others in a concise, direct, and unambiguous way. They strive to ensure that the receiver clearly understands the specifics of their message and they are able to listen to, receive, and understand messages conveyed by others.
• PROCESS MANAGEMENT – They take a systematic approach in contributing to making the company’s workflow more effective, efficient, and capable of adapting to an ever-changing environment.
• DRIVING RESULTS – They motivate individuals to achieve and exceed goals by establishing accountabilities, clarifying performance expectations, agreeing to high standards and measures, monitoring and reviewing performance, and providing timely and relevant feedback.
• DELEGATING – They display strong awareness of when, how, and to whom to delegate and will clearly communicate objectives, tasks, long-term benefits, and expectations for outcomes in order to empower others to take greater responsibility.
• TEAM BUILDING – They enable and encourage group members to work together to complete tasks and accomplish goals that individual members could not accomplish alone

**Along with a generous Compensation Package, the company offers an excellent Benefits Package, including Medical, Dental, Vision, Life Insurance and a Flexible Spending Account

EOE AA M/F/Vet/Disability

Qualified applicants will receive consideration for employment without regard to their race, color, religion, sex, national origin, age, disability, sexual orientation, veteran status, genetic information, or other status protected by applicable federal, state, or local law.