Customer Service Manager

Customer Service Manager

Overview

This position has direct responsibility over customer service, inventory, order fulfillment, and shipping & receiving. The Customer Service Manager has several direct reports and reports directly to the General Manager.

Responsibilities

• Ensure the highest quality of customer service via phone and email
• Provide leadership and coaching to your team
• Answer phones and reply to customer email inquiries
• Report on KPIs to management weekly
• Create POs for regular inventory orders from our three factories
• Manage regular inventory counts
• Review cycle counts for accuracy and thoroughly research discrepancies
• Develop, formalize, and implement new processes for team to increase efficiency and reduce errors
• Approve and process customer returns
• Manage and follow up on lost or damaged shipments
• Create and maintain a strongly focused and organized department/team
• Ad hoc reporting requests from remote sales team
• Quickly become an expert in our product mix by learning our unique product numbering system, understanding what parts are interchangeable with other units, and understanding appropriate product substitutions
• Communicate operational challenges from factory to sales and admin teams
• Other tasks and projects as requested by General Manager

Skills/Requirements

• Minimum 3 years in customer service and team management
• Experienced with product ordering and inventory management
• Experienced with FedEx and UPS systems
• Advanced experience with QuickBooks (desktop enterprise) is strongly preferred
• Strong experience with Microsoft Excel, plus Outlook, Word, and Teams
• Proven ability to self-manage responsibilities, schedules, and time

In a nutshell

You will be answering calls and assisting customers, answering email inquiries, managing and developing your team, and managing inventory levels. Overall, you are responsible for ensuring:

• Our customers are taken care of and have a positive experience and perception of our company
• Orders are turned around as quickly as possible, and shipments leave on time
• Inventory levels are high enough to meet customer demand, while not unnecessarily burdening cash flows
• Production resources are used efficiently, both in relation to time and cost effectiveness
• Strong relationships are created and maintained with sales, accounting, service, and company management, as your department interfaces with them often
• Interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Location: This position is in-person and is based in Longmont, CO

Travel: No travel is required

Pay: $60-75k

Benefits: Medical, Dental, Vision, 401k, 3 weeks PTO, 14 Paid Holidays, well stocked snacks and drinks. We cover 95% of your employee-only healthcare premiums.

Colorado's 2021 Equal Pay for Equal Work Act (SB 19-085) requires we inform you of the estimated salary range for this position: $60,000 -$75,000 yearly. Actual salary range is based on the requirements of the job and your skills. This posted salary range is a good faith and reasonable estimate and we reserve the right to adjust this range depending on the qualifications of the selected candidate.

About DPA Microphones:

DPA Microphones is the leading Danish Professional Audio manufacturer of high-quality condenser microphone solutions for professional applications. DPA’s ultimate goal is to always provide its customers with the absolute finest possible microphone solutions for all its markets, which include live sound, installation, recording, theatre and broadcast. When it comes to the design process, DPA takes no shortcuts. Nor does the company compromise on its manufacturing process, which is done at the DPA factory in Denmark. As a result, DPA’s products are globally praised for their exceptional clarity and transparency, unparalleled specifications, supreme reliability and, above all, pure, uncolored and undistorted sound.

Job Type: Full-time

Pay: $60,000.00 - $75,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Employee discount
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Education:

• Bachelor's (Preferred)

Experience:

• FedEx or UPS: 1 year (Preferred)
• Customer service: 3 years (Required)
• Management: 3 years (Required)
• QuickBooks: 1 year (Preferred)

Work Location: In person

Salary : $60,000 - $75,000