Retail Services Manager

Overview

Responsible for overseeing and directing Retail Service activities with a strong focus on executing customer delivery expectations, timely and accurate order processing, and continuous process improvement. Ensures effective management of the retail order bank to achieve Unrivaled Teamwear’s revenue goals.

Drives cross-departmental collaboration with Sales, Production, Demand Planning, Finance, and other internal teams to ensure alignment and execution of retail orders from entry through delivery. Facilitate customer communication and relationship management across sales managers, representatives, and customers to ensure transparency, alignment, and a high level of service throughout the order lifecycle.

Directs, trains, supervises, and evaluates Retail Services personnel while optimizing resource allocation to support service levels and business growth.

Location: Kansas (Remote)

About Unrivaled Teamwear

Unrivaled Teamwear serves as the parent company of Gear for Sports and Knights Apparel, each an industry leader in the sports and team apparel space. Our family of brands know what goes into great decorated garments, using top-quality fabrics and offering creative decoration options. Each brand offers customers a premier selection and exceptional service for all their sportswear needs, from t-shirts and caps to fleece, performance wear, and outerwear.

Job Responsibilities

• Assumes responsibility for ensuring the effective performance of Retail Services department functions with a focus on order execution and delivery performance.
• Ensures customer delivery expectations are met through proactive management of the order bank, identifying risks and driving resolution to maintain service commitments.
• Ensures orders are processed accurately and in a timely manner for new orders, replenishments, art only projects, count only entry needs, SMU/Sideline programs and committed MTO programs.
• Establishes and enforces standardized processes to improve order flow, reduce errors, and increase operational efficiency.
• Leads continuous process improvement initiatives to enhance service levels, scalability, and overall customer experience.
• Guarantees that information and support are provided to customers, sales managers, and representatives in a timely, accurate, and professional manner.
• Owns customer communication and relationship management, providing clear visibility to order status, timelines, and issue resolution.
• Partners closely with Sales to align on customer expectations, program execution, and service strategies.
• Collaborates cross-functionally with Production, Demand Planning, Finance, Brand, Art, IT and other departments to ensure alignment on order priorities, inventory, and capacity.
• Drives cross-functional accountability to maintain order flow and resolve constraints impacting delivery performance.
• Oversees the research, escalation, and resolution of order-related issues, ensuring root cause analysis is completed, and corrective actions are implemented.
• Analysis of returns and allowances attributed to a customer service error and subsequent counseling of staff.
• Provides feedback to other departments, including Sales, Brand, Product Development & Pricing teams, to improve processes and prevent recurrence of issues.
• Effectively supervises Retail Services personnel, ensuring optimal performance and proper resource allocation to meet business demand.
• Provides leadership through effective goal setting, delegation, and communication. Identifies service areas needing improvement and implements solutions.
• Trains, directs, and coordinates personnel. Provides assistance and support as needed.
• Conducts performance appraisals and provides coaching for improved performance. Implements corrective actions as needed.
• Ensures appropriate coverage and backup support across all accounts and functions.
• Develops and monitors performance metrics related to order processing, delivery performance, and customer satisfaction.
• Ensures required documentation, records, reports, and files are complete, accurate, and up to date.
• Maintains effective working relationships across departments to support seamless execution of customer orders.
• Broadcasts daily distribution of lead times for internal teams and external sales representatives.
• Performs overrides in entry systems, as needed to force orders through and bypass validations (ATP, lead time, org, etc).
• Performs ORG changes in Oracle, as needed to align orders to the ORG where the product lives.
• Performs line overrides to ATP in Oracle, as needed when dealing with date changes.
• Performs line overrides for customer, ship to and ship via changes.
• Keeps management informed of departmental performance, risks, and improvement opportunities.
• Payroll and attendance monitoring for direct reports.
• In partnership with senior manager, screens, interviews and hires qualified, service-oriented individuals for various customer service positions (account coordinators, retail ops support, etc).
• Distribution of count only reports on a weekly/monthly basis. This includes following up with each associate to ensure that holds are being resolved in a timely manner.
• Attends quarterly meetings with Production Art Management, working together to streamline and/or enhance processes and communications between the two departments.
• Leads weekly retail services team meetings with staff, to keep everyone up to date on deskloads, priorities, support needs and opportunities across all team members.
• Working in conjunction with Business Integration team, assists with on-boarding of new retail clients, including associated vendor agreements, vendor compliance, setup of sales program forms, and coordination of order process.
• Acts as functional expert and functional lead in developing and executing new order management processes and development of order process enhancements to improve efficiencies (i.e. spreadsheet load process, mass art load processes).
• Coordinates and executes various retail-related system enhancements (including testing, implementing and training of direct reports and other team members).
• Facilitates system training for internal and external groups. Conducts online training, develops and maintains training tools, and assists senior manager with communication of new system enhancements, both internally and externally.
• Supports the sales management and sales administration staff with various special projects and follow through.
• Oversees the daily processing of the Drop Ship business.
• Disseminating factory unit adjustments on MTO orders as a maintenance project to Retail Services team.

Minimum Qualifications

• Bachelor’s Degree of Business Administration or a related field
• 4 to 6 years of experience
• Proficiency required in Excel and other PC Office Applications
• ERP knowledge
• Experience in Consumer Apparel
• Familiarity with pricing and sales procedures.
• Thorough understanding of customer service practices.
• Strong Organizational and time management skills
• Multifunctional Team Leadership
• Excellent communication and public relations abilities.
• Strong trouble-shooting and problem-solving skills.
• Ability to train and supervise others.
• Service orientation and sincere willingness to assist others
• Ability to take initiative and work independently
• Extensive problem-solving skills

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.

EOE/AA: Minorities/Females/Veterans/Disabled

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

We maintain a drug-free workplace and perform pre-employment substance abuse testing as well as participate in E-Verify.