Customer Care Manager na OneWater Marine

About the Role:

The Customer Care Manager at Legendary Marine Sales will play a pivotal role in ensuring exceptional customer experiences and satisfaction. This position is responsible for overseeing the Business Development team, managing customer and manufacturer relationships, and implementing effective change management strategies. The major end result of this role is to enhance service delivery and resolve customer issues efficiently, thereby fostering loyalty and repeat business. The Customer Care Manager will also analyze sales metrics to identify areas for improvement and develop training programs for staff. Ultimately, this role aims to create a customer-centric culture that aligns with the company's values and goals.

Minimum Qualifications:

• Bachelor's degree in Business Administration, Management, or a related field.
• 5+ years of experience in a customer service management role, preferably in a call center environment.
• Proven experience in vendor management and problem resolution.

Preferred Qualifications:

• Experience in the marine industry.
• Certification in customer service management or related fields.
• Familiarity with CRM software and call center technologies.

Responsibilities:

• Lead and manage the Business Development team to ensure high-quality service delivery.
• Implement and monitor project management initiatives to improve Business Development operations and Legendary Experience project.
• Resolve complex customer issues and complaints in a timely and effective manner.
• Analyze customer feedback and sales metrics to identify trends and areas for improvement.

Skills:

The required skills such as business development management and problem resolution are essential for maintaining effective relationships with leads and ensuring customer concerns are addressed promptly. In daily work, the Customer Care Manager will utilize change management skills to implement new processes that enhance the Business Development, Project Management, and Sales. Strong business development skills will be applied to train and motivate the BDC team, ensuring they meet performance standards. Experience in a call center environment will help the manager understand the unique challenges faced by the team and develop strategies to overcome them. Additionally, skills in outbound calling will be leveraged to proactively reach out to customers for feedback and sales follow-ups.

OneWater Marine is an Equal Opportunity Employer and complies with ADA regulations as applicable.

Note

This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbents will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an “at will” relationship.