Description

This position requires reporting to our Headquarters in Littleton, NH weekly with a work-from-home component as well.

About our company:

At Adventure Ready Brands we pride ourselves on exhibiting quality in all we do. We are built upon core values that cultivate a culture of growth focused on results, customer satisfaction, leadership, innovation and initiative, as well as communication and teamwork. Adventure Ready Brands exists to inspire outdoor adventure!

We offer Medical, Dental, and Vision insurance, FSA, HSA, Supplemental Life Insurance, Long Term Disability, 401k with matching program, paid maternity and parental leave, as well as company paid Short Term Disability, a company paid Life Insurance policy. At ARB, we provide full or part time shifts, weekends off, Paid Time Off, paid holidays, and a work environment with a hardworking, dedicated, and friendly staff!

PURPOSE AND SCOPE

The Customer Service Manager is an important role in our organization and is responsible for delighting our customers with excellent service and a positive experience. On a daily basis you will be immersed in interactions with internal and external customers to accurately and thoroughly manage orders and customer expectations, provide solutions and information to enhance the overall customer experience. The customer service manager works directly with our customers, consumers, and internal teams (sales, operations, etc.) with a goal of resolving issues in one interaction, exceeding the customers’ needs and proactively resolving issues in a timely and professional manner. 

If you are looking for a great career and opportunity to learn and grow within our fast paced and growing team, apply today!

Essential Job Functions

• Manage customer service team to include:
• Setting performance expectations and holds team members accountable to those expectation through performance reviews, training, employee counseling and coaching actions.
• Support staff in dealing with difficult customer situations or order concerns as they arise.
• Actively participate in all personnel activities relating to the Customer Service Dept (Example: hiring, coaching and counseling actions, performance reviews, terminations, etc.).
• Establish departmental processes, procedures and provide training to Customer Service Representatives.
• Create and evaluate SOPs on an ongoing basis to modify and develop new ones as the business growth requires. 
• Coordinates the work of the CS Dept. with the sales team to accomplish goals and develop programs and tools for customers.
• Process and maintain all customer orders with a focus on accuracy and timely shipping that is consistent with customer contracts. 
• Actively participate in sales meetings either directly or through a designee.
• Oversee the processing of customer returns & reverse sales and other appropriate customer credits.
• Work cross functionally with sales and operations to identify ways for the CS department to support sales and company goals. 
• Coordinate training for CS team regarding all new products and policies. 
• Prepare and distribute departmental reports as needed.
• Work with Sales, Customer Service, and Production, to ensure orders meet forecast.
• Manage orders and generate monthly reports based on inventory, shipping, order entry, customer data and other customer service information.
• Develop a detailed knowledge of the EDI process and provide EDI support as needed.
• Work with Quality Assurance to ensure all customer complaints are addressed appropriately
• Coordinate special projects, special make-ups, rush orders, etc.
• Provide feedback for improvement in areas effecting the position. 
• Other duties as assigned. 

Requirements

• College degree preferred
• 3-5 years of customer service experience required
• Experience managing a team and holding others accountable to performance required
• Pleasant and professional personality and demeanor
• Excellent communication skills, both verbally and written
• Strong computer aptitude and proficiency with Microsoft Office Software
• Strong attention to detail
• Strong phone and problem-solving skills

EXTERNAL RECRUITERS

Adventure Ready Brands requires prior approval from the HR Team to utilize recruiters/staffing agencies. The Human Resources Team at Adventure Ready Brands asks that all recruitment/staffing agencies not contact our current employees directly in an attempt to present viable candidates. Complying with this request will be key in your future working relationship with our company. Thank you!