Cobalt Customer Service Manager

Job Title:                     Manager – Customer Service & Warranty
Department:               Customer Service & Warranty
Reports To:                 President
FLSA Status:               Salary

Summary 

The Manager of Customer Service & Warranty is responsible for ensuring the effective operation of Customer Service, Warranty, and Service Parts fulfillment. This includes:

• Development and implementation of strategy, best practices, and training systems
• Ensuring a fair and equitable service experience for dealers and consumers (includes problem solving)
• Leadership and management

Essential Duties and Responsibilities 

• Accomplishes customer service objectives by recruiting, selecting, orienting, training, assigning, scheduling, coaching, counseling, and disciplining employees; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
• Achieves customer service objectives by supporting strategic and tactical plans; implementing productivity, quality, and customer-service, warranty, and parts ordering/fulfillment standards; resolving problems; identifying customer service trends; determining system improvements; implementing change.
• Determines customer service requirements by maintaining contact with customers; interacting with operational environments; managing surveys; benchmarking best practices; analyzing information and applications.
• Improves customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes.
• Disseminating advisories, warnings, and appropriate notifications to dealers and consumers.
• Updates job knowledge by participating in operational activities; research; maintaining personal networks; utilization of products.
• Meets parts fulfillment objectives by forecasting requirements; scheduling expenditures; analyzing variances; initiating corrective actions.
• Interacting with vendors to ensure consistent policies and effective resolution of issues affecting mutual customers.

Qualifications To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience:  

• Bachelor's degree (B. A.) from four-year college or university; Minimum of five years of senior level leadership and management experience in a related field.

Language Skills: 

• Ability to read, analyze, and interpret complex documents.  Ability to respond effectively to sensitive inquiries or complaints.  Ability to write speeches and articles using original or innovative techniques or style.  Ability to make effective and persuasive speeches and presentations on controversial or complex topics to top management, public groups, and/or boards of directors.

Mathematical Skills:  

• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.  Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

Reasoning Ability:

• Ability to define and solve practical problems, collect data, establish facts, draw valid conclusions, and deal with a variety of variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram form, as well as a variety of technical instructions.

Other Qualifications:

• Must have a good working knowledge of boat manufacturing and repair or similar industry
• Customer Service experience at a senior level with emphasis in; process improvement, decision making, managing processes, staffing, planning, tracking budget expenses, analyzing information, developing standards, strategy, and emphasizing excellence.
• Leadership: a demonstrated ability to lead people and obtain desired results through others.
• Planning: an ability to think ahead and plan over varied time spans.
• Management: the ability to organize and manage multiple priorities, situations, and environments.
• Customer service systems development and deployment.
• Problem analysis and problem resolution at functional, tactical, and strategic levels.
• Employee training and development.
• Strong customer orientation.
• Excellent interpersonal and communication skills.
• Commitment to company values.
• Computer proficiency.
• Negotiation skills.
• Broad knowledge of boating and boat manufacturing.
• Customer service experience within a marine / boating-related environment highly desired.

Physical Demands:

1. Sits             7 hours
2. Stands        1 hours
3. Walks        1 hours
4. Drives        1 hours

Employee Lifts and/or Carries: 

Maximum: 50 (lbs)                   Frequently: 10 (lbs)                  Occasionally: 50 (lbs)

Employee uses Hands for repetitive activities: 

1. Simple Grasping:    Right,   Occasional                   Left, Occasional
2. Pushing/Pulling:     Right,   Occasional                   Left, Occasional
3. Fine Manipulation: Right,   Occasional                   Left, Occasional

Employee uses Feet for repetitive activities: 

1. Right: None                        Left: None

Employee is required to perform these activities: 

1. Bending At Waist:              Occasional
2. Squatting:                           Occasional
3. Climbing Ladders, Stairs:    Occasional
4. Kneeling On Ground:          Occasional
5. Reaching Above Shoulder:  Occasional

Work Environment

• Majority of tasks are within an office environment, with occasional (approximately 10% of time) spent in manufacturing environment which may include conditions such as:
• Work shift can vary 40-hour work week required. Extra time may be required to fulfill obligations. Working indoors or outdoors and being exposed to extreme cold or extreme heat is a possibility.  Also works near moving mechanical parts and moving equipment.  The use of ladders to access high places occurs occasionally.
• Safety glasses and closed toed shoes required when on the production floor.

Competencies

To perform the job successfully, an individual should demonstrate the following competencies:

Teamwork:  Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Supports everyone's efforts to succeed.

Motivation:  Measures self against standard of excellence.

Quality:  Demonstrates accuracy and thoroughness; Applies feedback to improve performance; Monitors own work to ensure quality.

Attendance/Punctuality:  Is consistently at work and on time.

Dependability:  Takes responsibility for own actions and able to work independently in a reliable and trustworthy manner.

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