Customer Service Manager bei RANDYS Worldwide

Description

Summary: 

The Customer Service Manager will oversee multiple customer service departments, ensuring the highest level of service and satisfaction for our customers. This role requires an understanding of the automotive and off-road vehicle industry, excellent communication skills, and the ability to manage and inspire a team. The ideal candidate will be passionate about off-road vehicles and have a proven track record in customer service management. This is an on-site position in Everett Washington. 

Essential Duties & Responsibilities:

Team Leadership and Development:

• Lead, mentor, and develop the customer service teams to deliver exceptional service.
• Conduct regular training sessions to ensure the team is knowledgeable about our products and industry trends.
• Set performance goals and monitor team performance, providing feedback and coaching as needed.
• Address and resolve conflicts within the team promptly and effectively, promoting a positive and collaborative work environment.
• Encourage positive attitudes, flexibility, and solution driven mindsets.

Customer Interaction:

• Handle complex customer inquiries and resolve issues in a timely and efficient manner.
• Process credits for freight issues. returns, incorrect pricing, and more.
• Create return good authorizations and schedule return pick ups 
• Enter customer invoices and return data in large customer data bases.  
• Develop and maintain strong relationships with key customers, ensuring their needs are met.
• Monitor customer feedback and work with the team to improve service delivery.

Process Improvement:

• Identify opportunities to improve customer service processes and implement changes.
• Develop and maintain customer service policies and procedures.
• Use customer service metrics to track performance and identify areas for improvement.
• Prepare and present regular reports on customer service performance, including key metrics such as response times, resolution rates, customer satisfaction scores, and other relevant KPIs.
• Analyze data to identify trends and areas for improvement, providing actionable insights to the team and management.
• Implement and monitor tracking systems to ensure accurate measurement of customer service activities and outcomes.

Product Knowledge:

• Maintain a n understanding of driveline components, axle components, suspension components, and hitches.  
• Stay up to date with industry trends and competitor offerings.
• Ensure the customer service team is well-informed about new products and updates.

Cross-Department Collaboration:

• Work closely with sales, marketing, accounting, shipping, and engineering teams to ensure a seamless customer experience.
• Provide customer feedback to relevant departments to inform product development and marketing strategies.

Requirements

Preferred Education and Experience:

• Minimum of 5 years of experience in customer service management, preferably in the automotive or off-road vehicle industry.
• Strong leadership and team management skills.
• Excellent communication and interpersonal skills.
• Ability to handle challenging customer situations with tact and professionalism.
• Proficiency in customer service software and CRM systems.
• Passion for off-road vehicles and a strong understanding of the automotive aftermarket industry.

Desired Knowledge and Skills:

• In-depth knowledge of automotive suspension systems, wheels, and components.
• Understanding of the off-road vehicle market and customer base.
• Familiarity with the latest trends and innovations in the automotive industry.
• Ability to analyze customer feedback and generate actionable insights.
• Experience in process improvement and implementing customer service best practices.
• Strong problem-solving and decision-making abilities.

Personal Attributes:

• Customer-focused mindset with a commitment to delivering high-quality service.
• Strong leadership qualities with the ability to motivate and inspire a team.
• Excellent organizational and time-management skills.
• High level of adaptability and flexibility in a fast-paced environment.
• Strong work ethic and a proactive approach to problem-solving.
• Positive attitude and a passion for off-road vehicles and automotive performance.
• Ability to travel 10% of the time. 
• Able to manage offsite teams to stay in contact and ensure tasks are completed. 
• Ability to adapt. change, and take on new tasks as business needs require.