What are the responsibilities and job description for the Customer Service Manager position at Compliant Technologies?
Job Title: Customer Service Manager
Pay: $76,271.71 – $87,768.08 per year
Work Structure (Hybrid): This is a Hybrid Remote position. The successful candidate will split time weekly between our corporate operations facility in the Lexington/Nicholasville area (3 days per week) and a dedicated home office (2 days per week). Set core hours are Monday through Friday, 8:00 AM – 5:00 PM EST.
Compliant Technologies is a proud 100% veteran-owned business dedicated to serving our nation's public safety professionals. We manufacture cutting-edge, non-lethal de-escalation tools including our flagship CD3 technology and The G.L.O.V.E. system that empower Law Enforcement, Corrections, Military, and EMS personnel to manage dangerous situations safely and humanely.
The Role
We are seeking an operationally sound Customer Service Manager to lead our post-sales client support ecosystem. In this role, you will manage relationships with law enforcement procurement officers, agency heads, distributors, and instructors. You will oversee the workflow for equipment fulfillment, product technical support, warranty claims, and instructor certification tracking.
Key Responsibilities
- Team Leadership: Manage and establish performance benchmarks for our internal customer support, billing coordination, and order-processing workflows.
- Agency Relations: Serve as the primary administrative point of contact for local, state, and federal agencies regarding bulk order status, fulfillment timelines, and contract invoicing.
- Logistics & Warranty Management: Oversee our Return Merchandise Authorization (RMA) process and coordinate with production to handle hardware technical troubleshooting and battery system warranties.
- Training Coordination Support: Manage the administrative tracking and distribution of credentials for Agency Master Instructors (AMI) and basic user certifications.
- Database Management: Maintain strict data integrity within our central CRM to track client feedback loops and hardware distribution pipelines.
Qualifications
- Experience: 4 years in customer service management, B2B account management, or contract fulfillment logistics (experience in manufacturing or hardware distribution is preferred).
- Industry Familiarity: Prior experience working with or within Law Enforcement, Corrections, EMS, or Military structures is highly preferred. Veteran status is a welcomed asset.
- Technical Skills: Advanced proficiency in Microsoft Office 365, modern B2B CRM software (HubSpot/Salesforce), and inventory tracking databases.
- Communication: Exceptional verbal and written communication with the ability to maintain a highly professional, respectful tone with public safety command staff.
- Background Check: Must be able to pass a comprehensive criminal background check required for vendor operations aligned with government agencies.
Benefits
- Mission-Driven Environment: Support an organization providing life-saving non-lethal solutions to front-line workers.
- Competitive Compensation: Base salary with milestone incentives and weekly payroll processing.
Pay: $76,271.71 - $87,768.08 per year
Benefits:
- 401(k)
- 401(k) matching
- 403(b)
- Dental insurance
- Employee discount
- Flexible schedule
- Flexible spending account
- Health insurance
- Paid time off
- Parental leave
- Retirement plan
- Tuition reimbursement
- Vision insurance
Work Location: Hybrid remote in Nicholasville, KY 40356
Salary : $76,272 - $87,768