What are the responsibilities and job description for the Customer Service Manager position at THE SAFARILAND GROUP?
TOGETHER, WE SAVE LIVES
OVERVIEW
Manage all customer care functions for assigned customer base. Responsible for ensuring that all customer requirements are handled and processed accurately and timely. Manage all customer service functions to ensure assigned customers are provided a world class, compelling customer care experience.
RESPONSIBILITIES
At Safariland our colleagues are some of the best and brightest in the industry and we are seeking new team members who exhibit the diverse competencies that will drive The Safariland Group to even greater success while maintaining our culture of being a great place to work. We believe innovation drives winning performance and we constantly challenge ourselves to be the very best in every aspect of our business. We cultivate a work culture driven by our 4 core values; integrity, curiosity, excellence and empowerment and we want associates to be involved in their work and communities so they can achieve their highest level of wellbeing. That is why Safariland offers a comprehensive suite of benefits to promote health and financial security for eligible employees and their families.
Eligible employees are offered:
For those applicants with disabilities, if you require reasonable accommodation in searching for a job opening or submitting an application, please contact us by calling 888-469-6455.
All employment decisions are solely based on the applicant's qualifications as they relate to the requirements of the position.
OVERVIEW
Manage all customer care functions for assigned customer base. Responsible for ensuring that all customer requirements are handled and processed accurately and timely. Manage all customer service functions to ensure assigned customers are provided a world class, compelling customer care experience.
RESPONSIBILITIES
- Plan, assign, and review the work of associates providing customer care support
- Administer assigned Automatic Call Distributor queues and ensure personnel alignment to meet service levels
- Manage the training, orientation, and continuing development of subordinate associates
- Coach, counsel and mentor assigned personnel on work-related problems or questions
- Responsible for workforce management of assigned associates
- Develop and implement new and revised policies and procedures
- Determine and assemble data, compose special reports, periodic correspondence or work related records to support sales or customer requests and/or requirements
- Answer inquiries from subordinates and customers concerning escalated issues
- Analyze workload trends and staff appropriately to meet customer’s expectations
- Analyze call queue Key Performance Indicators (KPI) and initiate required corrective actions
- Analyze Sale Order Life Cycle KPI’s and initiate process improvement projects as required
- Initiate and coordinate system enhancement projects
- Lead and/or participate in cross-functional teams and team projects
- Use extensive experience and judgment to plan and accomplish goals
- Manage expenses for assigned team
- Manage a team of approximately eight (8) to twenty (20) associates
- Responsible for the professional development, coaching, counseling, and training of assigned personnel
- Minimum three (3) years supervisory experience
- Five (5) years customer service experience.
- Bachelor's Degree in a business related discipline or six (6) years additional equivalent combination of work experience or education required
- Master's Degree a plus
- Expert knowledge of ERP systems and processes
- Visual knowledge a plus
- Intermediate knowledge on Microsoft Office Suite
- Intermediate knowledge on Microsoft Visio application
- Intermediate knowledge of law enforcement equipment and industry a plus
- Excellent interpersonal skills
- Excellent communication skills both verbal and written
- Exceptional time management skills
- Proven ability to multitask
- Project management skills
- Basic Automatic Call Distributor administration
- Process improvement skills
- Vendor managed inventory skills
- Electronic B2B concepts and processes
- Vendor compliance and customer satisfaction concepts
- Enterprise cross-functional process knowledge
- Basic contract development and administration
- Forecast and demand planning
- Customer Relationship Management (CRM) concepts
At Safariland our colleagues are some of the best and brightest in the industry and we are seeking new team members who exhibit the diverse competencies that will drive The Safariland Group to even greater success while maintaining our culture of being a great place to work. We believe innovation drives winning performance and we constantly challenge ourselves to be the very best in every aspect of our business. We cultivate a work culture driven by our 4 core values; integrity, curiosity, excellence and empowerment and we want associates to be involved in their work and communities so they can achieve their highest level of wellbeing. That is why Safariland offers a comprehensive suite of benefits to promote health and financial security for eligible employees and their families.
Eligible employees are offered:
- Medical, dental & vision insurance
- 401(k) with company match
- Employer paid life insurance and AD&D
- Employer paid disability
- Wellness program
- Adoption assistance
- Tuition assistance
- Employee assistance program
- Work life balance
- Paid time off (PTO), sick leave and paid holidays throughout the calendar year (consistent with relevant state law and company policies)
For those applicants with disabilities, if you require reasonable accommodation in searching for a job opening or submitting an application, please contact us by calling 888-469-6455.
All employment decisions are solely based on the applicant's qualifications as they relate to the requirements of the position.
Benefits:
Health Insurance, Vacation & Paid Time Off, 401K Plan