DescriptionOverviewLeads the Retail Services and Customer Service functions, owning the full order lifecycle for large retail accounts and the service experience for customers, sales managers, and representatives. Sets departmental strategy, annual operating plans, and performance targets that support Unrivaled Teamwear's revenue, delivery, and customer satisfaction goals.
Serves as the primary operational partner to Sales, Production, Demand Planning, Finance, Business Integration, and IT, translating forecasts and customer programs into capacity, staffing, and process plans. Represents the department with senior leadership, providing clear visibility into performance, risk, and opportunity, and drives cross-functional decisions that protect delivery commitments.
Builds and develops a high-performing organization through managers, leads, and individual contributors, establishing clear accountability, succession depth, and a culture of service, ownership, and continuous improvement.
Essential DutiesStrategy & Planning- Develops and executes the annual operating plan for Retail Services and Customer Service, including goals, KPIs, staffing models, and key initiatives aligned with Unrivaled Teamwear's revenue and service objectives.
- Leads seasonal and annual capacity planning, using sales forecasts, order bank trends, and program calendars (replenishment, SMU/Sideline, committed MTO) to anticipate volume and align staffing, coverage, and workload ahead of demand.
- Owns the departmental budget, including headcount, overtime, temporary labor, and training spend; tracks performance to plan and recommends adjustments to leadership.
- Builds a multi-year roadmap for service and order management capabilities, prioritizing process, system, and organizational investments that improve scalability and customer experience.
- Partners with Sales leadership on account and program strategy, assessing service requirements, risk, and cost-to-serve for key retail accounts and new programs before commitments are made.
Leadership & Talent Development- Leads the Retail Services and Customer Service teams through managers and team leads, setting clear expectations, delegating ownership, and holding leaders accountable for results.
- Designs organizational structure, roles, and account assignments to balance desk loads, ensure coverage and backup across all accounts and functions, and support business growth.
- Owns the full talent lifecycle for the department, including workforce planning, recruiting and hiring, onboarding, performance appraisals, compensation recommendations, and corrective action.
- Builds succession and bench strength by identifying high-potential associates, creating development and cross-training plans, and coaching leads into future leadership roles.
- Oversees the Order Expediter function, ensuring plant-level expediting is coordinated with customer priorities and delivery commitments.
- Fosters a culture of service, accountability, and continuous improvement; leads regular staff and leadership meetings to communicate priorities, desk loads, performance, and change.
- Ensures payroll, timekeeping, and attendance practices are managed accurately and consistently across the department.
Performance Management & Reporting- Establishes and owns the department's KPI framework (e.g., on-time delivery, order entry accuracy and cycle time, order bank aging, hold resolution, customer satisfaction, case resolution time, and returns and allowances due to service error), with targets, dashboards, and a regular review cadence.
- Delivers monthly and quarterly business reviews to senior leadership covering performance, trends, root causes, risks, and improvement plans.
- Analyzes returns and allowances attributed to service error, identifies systemic drivers, and leads corrective action through training, process change, and staff accountability.
- Ensures count-only and hold reporting is reviewed on a defined weekly and monthly cadence, with team leads accountable for timely resolution.
- Ensures required documentation, records, reports, and controls are complete, accurate, and audit-ready.
Order Lifecycle & Operational Execution- Holds ultimate accountability for sales order bank management and delivery performance, proactively identifying risks to service commitments and driving resolution with internal partners.
- Ensures accurate and timely processing across all order types, including new orders, replenishments, art-only projects, count-only entry, SMU/Sideline programs, committed MTO programs, and the Drop Ship business.
- Establishes governance for system overrides in ERP and entry systems (ATP, lead time, ORG changes, and line overrides for customer, ship-to, and ship-via changes), including approval standards, periodic audit, and training; performs overrides for escalated or complex cases.
- Ensures daily lead time communication to internal teams and external sales representatives is accurate and timely, and that MTO factory unit adjustments are disseminated and maintained by the team.
- Serves as the senior escalation point for order and service issues, ensuring root cause analysis is completed and corrective actions are implemented and sustained.
Customer & Cross-Functional Partnership- Owns the service experience for customers, sales managers, and representatives, ensuring timely, accurate, and professional communication on order status, timelines, and issue resolution.
- Builds senior-level relationships with key retail account contacts and internal sales leadership; participates in account reviews and strategic customer meetings as needed.
- Leads cross-functional alignment with Production, Demand Planning, Finance, Brand, Art, Product Development & Pricing, and IT on order priorities, inventory, capacity, and constraints, and drives accountability for resolution.
- Leads partnership with Production Art Management to streamline processes and communication between departments.
- In partnership with the Business Integration team, leads the operational onboarding of new retail clients, including vendor agreements, vendor compliance, sales program forms, and order process design, and ensures required lead times are met before go-live.
- Provides structured feedback to Sales, Brand, and Product Development & Pricing teams to prevent recurring issues upstream.
Process Improvement & Systems- Sets departmental standards and standard operating procedures that improve order flow, reduce errors, and increase efficiency, and ensures they are documented, trained, and followed.
- Sponsors and leads continuous improvement initiatives (e.g., automation, spreadsheet load and mass art load processes), defining business cases, measuring outcomes, and scaling successful changes.
- Acts as business owner for retail and customer service system enhancements, partnering with IT and Business Integration on requirements, prioritization, testing, implementation, and change management.
- Oversees training programs and tools for internal and external groups, and leads communication of system and process changes to sales teams and customers.
- Leads special projects in support of sales management and company initiatives.
Minimum Qualifications- Bachelor's Degree in Business Administration, Supply Chain, or a related field
- 8 to 10 years of experience in customer service, order management, or sales operations, including 4+ years of people leadership (leading through managers or team leads preferred)
- Experience in consumer apparel or teamwear, including servicing large retail accounts
- Proven track record building operating plans, budgets, and KPI frameworks and presenting performance to senior leadership
- Advanced ERP knowledge (Oracle preferred) and experience leading system enhancements or implementations
- Advanced proficiency in Excel and other Office applications; experience with reporting or BI tools preferred
- Strong understanding of pricing, sales procedures, order management, and vendor compliance and EDI fundamentals
- Demonstrated success leading process improvement and change management initiatives
- Strong financial acumen and data-driven decision making
- Excellent communication, influence, and relationship management skills with executives, customers, and cross-functional partners
- Ability to build, coach, and develop high-performing teams
- Strong organizational, prioritization, and problem-solving skills in a fast-paced, deadline-driven environment
- Service orientation and ability to take initiative and work independently
This job description is not designed to cover or contain a comprehensive listing of all activities, duties or responsibilities that are required of the associate. Other duties will be assigned as needed.
