Head of Customer Service

Head of Customer ServiceAbout UsWe are a fast-growing company in the promotional products industry, partnering with leading brands to deliver high-quality, customized merchandise programs. Our model combines strong client relationships, overseas production capabilities, and a focus on operational excellence to deliver exceptional value and service.We pride ourselves on being nimble, solutions-oriented, and customer-focused—continuously improving how we serve our clients through better systems, processes, and people.About the RoleWe are hiring a Head of Customer Service to build and lead a best-in-class customer experience function. This is a unique opportunity for a hands-on leader who will work with the team today while building the structure, systems, and team for the future.You’ll play a critical role at the center of our business—owning the customer experience, streamlining operational workflows, and implementing systems that drive efficiency and scale.This is a full-time, in-office position (no remote work).Experience in the promotional products industry is preferred.What You’ll DoCustomer Service & Inside SalesServe as a key point of contact for clients Manage quotes, presentations, and order entry Coordinate samples, intro packages, and web store programs Proactively communicate and manage customer expectations Operations & ProductionOversee order flow from PO to delivery Manage proofing and customer approvals Coordinate with overseas production teams Track orders and resolve issues to ensure on-time delivery Systems & Process OwnershipOwn and improve CRM/order management systems Identify inefficiencies and implement scalable solutions Lead system development, integration, and training Build processes that improve visibility, accuracy, and speed Leadership & GrowthBuild and scale the customer service team over time Hire, train, and manage future team members Establish KPIs, workflows, and best practices Lead with a hands-on, “roll-up-your-sleeves” approach What Success Looks LikeHigh customer satisfaction (NPS) Fast, reliable response times Strong on-time delivery (OTIF) High order accuracy with minimal rework Scalable systems and efficient processes What We’re Looking For5+ years in customer service, operations, or inside sales Promotional products industry experience preferred Strong systems thinker with process improvement experience Comfortable being hands-on while building for scale Experience working with overseas production teams is a plus Proven leadership potential and ability to grow a team Why This RoleThis is a high-impact role with a clear path to leadership. You’ll help shape how we serve customers, build the infrastructure to support growth, and build a team from the ground up.