Description

Job Description

Rugged’s Customer Service Manager leads the suppressor industry’s most recognized customer service department. Our Mission includes a Customer-Centric Focus to surpass customer expectations and provide exceptional service. Customer satisfaction and delight are at the core of Rugged's culture.

The Customer Service Manager is a working lead for our team that regularly responds to customer inquiries, concerns, and service claims in a professional, customer-first manner. Rugged’s customer service team and representatives are considered product application experts and engage with customers, distributors, and dealers by phone and in-person through marketing and trade show events. 

This role creates communication protocols and standardization to ensure consistency and clarity results from each customer interaction. KPIs are used to identify trends and to verify effectiveness of continuous improvement initiatives.

Reporting

Chief Operating Officer

Responsibilities

· Leads and directs customer service team members and communication protocols.

· Monitors functional KPI performance, trends, and takes proactive improvement actions.

· Promotes an expectation of excellence and continuous improvement.

· Holds employees accountable to established goals and business plan objectives.

· Ensures strict adherence to all compliance controls and policies. 

· Efficient at converting customer inquiries into direct sales by answering product and service questions and directing them through designed sales channels. 

· Creates and manages departmental budget. 

· Communicates professionally and effectively to all levels of the organization.

· Maintains a positive attitude, exhibits self-initiative, and invests in employee development.

· Other duties as assigned, including event and trade show travel.

Requirements

Qualifications

· Must be a U.S. Citizen due to ITAR regulations.

• 5 years’ experience in customer service management, specifically within the firearms industry.
• Strong critical thinking and problem-solving skills
• Ability to adapt and respond to different types of customers with empathy. 
• Exceptional communication and interpersonal skills 
• Bachelor’s Degree preferred. 
• Strong organizational skills 
• Action-oriented and self-motivated

Compensation

Salaried exempt position, including health, vision, dental, & disability insurance, PTO, and 401K benefits.