Customer Service Manager

Description

At Kelli’s, We Give More – more support, more opportunity, more heart. As the nation’s leading family-owned wholesale distributor to over 13,000 gift shops across hospitals, resorts, casinos, pharmacies, and tourist destinations, we believe success comes from helping others succeed. 

We give our customers more than just products—we give them personalized service, strategic insight, and a trusted partner.

We give our team members more than just a job—we offer purpose, growth, and a place to build your Legacy.

Summary

Kelli’s is currently seeking a Customer Service Manager to join our Customer Care team. This leader will bring passion, hustle, and a proven ability to inspire others, while ensuring every customer interaction reflects our values of Integrity, Teamwork, and Excellence.

Responsibilities

• Leading with Integrity: Oversee daily operations of the Customer Service team, ensuring fairness, accountability, and consistency.
• Leading with Legacy: Empower your team to succeed today while preparing them for long-term career growth within Kelli’s.
• Driving Hustle: Develop strategies to boost sales and elevate every customer experience.
• Drive Results: Establish goals, KPIs, and performance benchmarks to drive efficiency, sales support, and service excellence. I
• Optimizing Performance: Analyze system reports, manage opportunity queues, and identify cross-sell and upsell opportunities.
• Quality Assurance: Listen to recorded calls, complete regular call audits, and provide real-time feedback. Develop and implement a QA process that includes daily/weekly call reviews, coaching check-ins, and follow-up assessments to track individual progress.
• Coaching for Excellence: Train, motivate, and mentor team members to exceed performance goals and embrace continuous improvement.
• Coach with Purpose: Be a hands-on trainer who listens to recorded calls, completes regular call audits, and delivers real-time coaching to help staff refine skills, boost confidence, and elevate service.
• Deliver Ongoing Training: Create and facilitate monthly refresher training sessions and microlearning opportunities to promote consistency and continuous improvement across the department.
• Empower Growth: Support team development and build a pipeline of staff advancements.
• Building Teamwork: Collaborate across departments to ensure smooth operations and strong customer satisfaction.
• Championing Innovation: Stay informed on industry trends, best practices, and technology advancements that enhance service delivery.
• Other duties when assigned

Requirements

• Education: High School Diploma or equivalent
• Experience: 3–5 years in a Customer Service Manager role (or similar sales environment), leading a team of 10+ direct reports.
• Trainer Skills: Demonstrated success in call coaching, QA review, and team training/development initiatives.
• Customer-Focused Mindset: Deep understanding of the customer experience, including soft sales, empathy, and problem resolution.
• Leadership: Strong ability to motivate, coach, and develop people, with a proven record of growing talent. Ability to set clear      expectations, hold team members accountable, and foster a culture of growth and positivity.
• Analytical Skills: Skilled in data analysis, performance tracking, and making data-driven decisions.
• Sales Acumen: Experienced in negotiation, upselling, and cross-selling through a soft sales approach.
• Technical Ability: Proficiency in CRM systems, reporting tools, and Microsoft Office.