Customer Service Manager

Essential Duties and Responsibilities: Oversee daily operations of the overall processes of warranty and customer service, parts orders and processing, and shipping of parts. Lead, train, and motivate a team of customer service representatives to deliver top-notch support. Create a feedback loop between the dealer/customer network and the manufacturing team. Provide data from warranty experience to production and engineering in order to address customer needs and share insights for improvement. Recommend solutions when appropriate. Track key metrics (response time, customer satisfaction, issue resolution) and report on performance. Generate reports for senior management detailing feedback from the dealers. Interface with vendor representatives on an as-need basis relative to technical problems, product development, new product launches, training needs, etc. Develop and maintain customer service policies, procedures and performance standards. Ensure the team stays up to date on product knowledge and industry trends. Monitor department productivity and morale and implement measures to ensure the highest results possible. Resolve escalated customer issues promptly and professionally, always aiming for a positive outcome. Communicate with corporate counsel as needed. Support special events, boat shows, and dealer meetings as needed. Other duties as assigned by supervisor.

Required Skills/Abilities: Proven experience as a Customer Service Manager or similar leadership role, ideally in the marine, automotive, or recreational products industry. Strong leadership, coaching, and team-building skills. Excellent problem-solving abilities and conflict resolution skills. Strong communication and interpersonal skills, with the ability to build trust with customers and team members alike. Comfortable working in a fast-paced, seasonal environment with peak periods. Proficiency in CRM software and MS Office; familiarity with marine products is a plus. Willingness to travel occasionally for boat shows, dealer visits, or training. Education and/or Experience Bachelor's degree preferred; equivalent experience in customer service management and industry-specific knowledge may be considered in lieu of a degree. Minimum 7 years of related experience required. Preference given to applicants with boat manufacturing experience. Additional training or certifications in customer service management, leadership, or marine industry operations are a plus.

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit, stand and walk; regularly use hands to finger, handle, or feel; reach with hands and arms; occasionally climb or balance, stoop, kneel, or crouch; regularly talk or hear. The employee must occasionally lift and/or move up to 20 pounds. Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the incumbent works in a typical office environment. The noise level in the work environment is usually quiet. Occasionally, the employee is exposed to moving mechanical parts, fumes or airborne particles; toxic, flammable or caustic chemicals, and outside weather conditions.