Job Description

Position Overview

The

Customer Service Manager

is responsible for leading and managing a team of approximately 15 employees, including in-store Customer Service Representatives, Route Service Drivers, Alteration Specialists, and supporting Store Leads. This role ensures that all customer-facing services--whether in-store or through delivery--meet the high standards of a premium dry-cleaning company.

The manager will oversee customer interactions, route logistics, vehicle maintenance, alteration operations, and team development. They will also act as a key liaison between customers, store teams, production, and alterations, ensuring seamless service delivery and premium-quality experiences across both Carousel Cleaners and Fletchers Fabricare.

Full training will be provided.

Key Responsibilities

Team Leadership & Development

Manage, coach, and support a team of ~15 employees (customer service, drivers, and alterations). Work closely with and support Store Leads, providing guidance, resources, and problem-solving support. Conduct regular team meetings, performance reviews, and training sessions. Cover shifts as needed when team members are unable to work, ensuring uninterrupted operations and service standards. Develop cross-functional teamwork between customer service, alterations, routes, and store operations. Foster a positive, professional, and customer-first work culture.

Customer Service Excellence

Ensure all staff deliver a luxury-level experience consistent with both brands. Handle escalated customer concerns with professionalism, empathy, and prompt resolution. Oversee store and route communication channels (in-person, phone, text, email). Ensure proper use of customer interaction systems, including documentation of complaints, issues, and resolutions.

Route Service Management

Oversee scheduling, route optimization, and daily assignments for drivers. Monitor on-time performance, service quality, and customer satisfaction with delivery services. Document, schedule, and manage all company vehicle maintenance, vehicle cleanliness and safety checks to ensure reliability and brand image. Track and report on route efficiency in Zubie, performance metrics, and vehicle-related costs. Ensure all vehicles, supplies, and equipment are maintained to company standards.

Alteration Team Management

Supervise the workflow of in-house alteration specialists. Ensure accuracy in fittings, alterations, and delivery timelines. Support staff in pricing, detailing, and processing alteration orders. Communicate with customers and staff to resolve alteration-related issues promptly. Maintain high standards of craftsmanship, quality, and presentation in all alterations.

Operations & Quality Assurance

Ensure consistent application of company policies, procedures, and service protocols. Work closely with operations, production managers, and Store Leads to resolve service challenges. Monitor order flow, customer tagging/detailing, alteration accuracy, and delivery performance. Ensure stores, vehicles, and alteration spaces reflect the company's premium image in cleanliness and presentation.

Reporting & Communication

Prepare weekly and monthly reports on customer service, alterations, routes, and vehicle maintenance. Provide input on operational improvements and customer service enhancements. Collaborate with marketing and communications teams on customer engagement strategies.

Qualifications & Skills

Previous management or supervisory experience Strong leadership, coaching, and people management skills. Excellent customer service, communication, and conflict resolution abilities. Ability to manage scheduling, logistics, and performance metrics. Organized, detail-oriented, and proactive problem solver. Proficient with computers, mobile apps, and customer service platforms. Valid driver's license
Job Types: Full-time, Permanent

Pay: From $25.00 per hour

Benefits:

Dental care Extended health care Life insurance
Work Location: In person