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The Customer Service Manager is responsible for leading a world-class Customer Service team by developing, challenging and managing the delivery of consumer and trade service for the organization. Responsibilities include managing all aspects of the Customer Service Center (personnel, technical, and strategic), account support, consumer support, sales representative support, sales order entry and allocation, returns, development and implementation of sales call campaigns, and driving direct sales.
ESSENTIAL FUNCTIONS
Customer Service -- Consumer Focused
- Recruit, develop and retain a passionate and experienced CS team who can maintain and expand the company's "Raving Fan" customer service philosophy
- Provide direct reports with guidance, leadership, tools and authority to ensure customer satisfaction through effective communication, problem solving, professional phone etiquette and efficient processes.
- Engineer and implement a comprehensive onboarding process for new team members, providing a foundation for future development
- Responsible for the effective implementation of customer service new-hire training and customer service continued education as it pertains to systems, products, and processes.
- Identify and encourage continued education, training, and professional growth for CS team
- Report metrics to Director of Marketing (i.e. call volumes, email traffic, warranties, Direct Sales, returns, catalog requests)
- Identify, assess, and lead the evolution of CS related technologies
- Promote and drive Customer Relationship Management (CRM) platform
- Identify product and process improvements using Voice of the Customer (VOC) and CS survey data.
- Represent the "VOC" to the Executive Team, influencing company-wide culture of customer and account success
- Manage customer service's vendor's performance and effectiveness. Make recommendations for improvements as required. Assist in the implementation, communication and training of third party solutions.
- Manage team that provides timely order entry for parts, finished goods, and catalogs.
Customer Service -- Account Focused
- Support channel growth through regional sales manager support and outbound call campaigns
- Collaborate cross functionally in support of customer service, sales, marketing and NPI initiatives
- Assign and oversee the daily activities and priorities of customer service representatives, ensuring maximum coverage and occupancy within the department.
- Fields escalated customer and consumer interactions as required.
- Manage team that provides timely order entry support for distribution, EDI, online, and key accounts
Direct Sales
- Develop and manage the consumer direct forecast, providing timely and accurate reporting on related sales activities
- Collaborate with Marketing to develop and promote new product bundles, consumer loyalty programs, and consumer related communications and promotions
- Drive consumer focused activities to increase direct sales conversion and revenue
KNOWLEDGE, SKILLS AND ABILITIES
- BA in Business or related field, or, combination education and related experience
- Minimum of 7+ years' experience leading a Customer Service department
- Experience with inside sales is highly desired
- Ability to manage influence through persuasion, negotiation, and consensus building
- Enthusiastic and creative leader with the ability to inspire others
- Strong empathy for customers AND passion for revenue and growth
- Deep understanding of value drivers in recurring revenue business models
- Proficient in Microsoft Office, CRM (or similar product), and Sage/MAS 200
- Analytical and process-oriented mindset
- Demonstrated desire for continuous learning and improvement
- Excellent communication and presentation skills
Work Environment:
- General office and manufacturing environment.
- Subject to fluctuating temperatures and noise.
- Able to work in a fast paced environment; under pressure and within project deadlines.
- Job may require occasional exposure to dust, fumes, and the inherent dangers of a shooting range environment
- Ability to lift up to 30 pounds on occasion
The above cited duties and responsibilities describe the general nature and level of work performed by people assigned to the job. They are not intended to be an exhaustive list of all the duties and responsibilities that an incumbent may be expected or asked to perform.
Benefits include competitive medical, dental, and vision coverage for employee and qualifying dependents as well as 401(k) with company match, Profit Sharing plan, Employee Stock Purchase Plan, product discounts, and generous paid time off.
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