Customer Service Manager

TOGETHER, WE SAVE LIVES 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. 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 QUALIFICATIONS 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 Why work at Safariland? 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) The Safariland Group believes in the benefits of a diverse workforce and is committed to equal opportunity and affirmative actions. We pride ourselves on hiring and developing the best people, without regard to age, sex, sexual orientation, gender identity, genetic characteristics, race, color, creed, religion, ethnicity, national origin, alienage, citizenship, disability, marital status, military status, pregnancy, or any other legally recognized protected basis prohibited by applicable law. 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 View phone number on click.appcast.io. All employment decisions are solely based on the applicant's qualifications as they relate to the requirements of the position. #J-18808-Ljbffr