Customer Service Manager

Founded by visionary Will Adler in 2007,
Will Leather Goods is not just a company; it’s a story—a journey from the boardwalks of Venice Beach to boutiques and e-commerce across the globe. With more than four decades in the leather industry, Will Adler has created an iconic brand celebrated for rugged elegance, quality artisan craftsmanship, and a lifetime guarantee.

Our fashion accessories company includes Will Leather Goods
—a family-run business offering high-quality premium leather goods, always with a 100% guarantee, five retail locations, e-commerce, and wholesale to over 400 doors, including top department and specialty stores.

We are also a proud, long-term Nike licensee—including Nike Golf, Skateboard, Streetwear, Jordan Golf, and Nike buckles, with global distribution licenses for belts, wallets, and bags.

Relocation assistance is available for the qualified hire.

The Customer Service Manager leads and elevates the customer
experience across retail, wholesale, and e-commerce
—hands-on, fast-moving, and quality-obsessed.

We require someone who comes
from a fashion, accessories, or premium product brand and understands that customer service is an extension of design, craftsmanship, and reputation. You know how to care for customers
—whether by phone, email, text or in person, while representing the business. You’re comfortable with nuance, warranty conversations, and high expectations. You are a skilled
communicator
.

You will lead
, build, and enhance systems and ensure that as we grow, our service becomes even more refined.

Our customers invest in our goods for life. Service is not separate from the product—it is part of the promise.

• Receive and respond to customer issues; fulfill promise on 100% guarantee; honor the customer
• Respond to customer queries
• Lead, coach, and develop a high-performing customer service team
• Set and uphold standards for communication, tone, and follow-through
• Own escalated issues, warranty claims, and sensitive situations
• Design and refine workflows that improve speed, accuracy, and consistency
• Use metrics and real-world feedback to drive continuous improvement
• Partner with e-commerce, retail, warehouse, and production to enhance team performance
• Build a service operation that scales with the brand

• Satisfied customers trust us and stay with us with easy resolution to issues
• Problems are resolved at the root
• Cross-functional partners experience clarity and reliability

• Required:
  Background in fashion & accessories CS.
• Experience with quality leather accessories is a major plus.
• 5+ years in customer service, with team leadership responsibility
• Experience supporting direct-to-consumer and retail environments
• Strong understanding of returns, repairs, warranties, and quality standards
• Sound judgment and confidence in decision-making
• Operational mindset with the ability to build repeatable systems
• Comfortable with customer service software and reporting

• Ownership and accountability
• Brand-aware and detail-oriented
• Calm, fair, and firm when situations are difficult
• Positive attitude with a grounded sense of humor