Customer Experience Leader – Marine & Parts

CareerBoat.com; Florida; Sur place; USD 70 000 - 90 000; Plein temps

Résumé du poste

A boat manufacturing firm based in New York is seeking a Customer Service Manager to oversee the customer service department. The ideal candidate should have proven experience in a leadership role within the marine industry. Responsibilities include managing customer inquiries, leading a team, and ensuring communication between departments. Candidates must possess strong problem-solving skills and a bachelor’s degree is preferred. This position offers a quiet office environment with occasional travel for events.

Qualifications

• Proven experience as a Customer Service Manager or similar role in the marine industry.
• Strong leadership and coaching skills.
• Excellent conflict resolution abilities.

Responsabilités

• Oversee daily operations of customer service and warranty processes.
• Lead and motivate a team to deliver excellent support.
• Generate reports for senior management on customer feedback.

Connaissances

Leadership

Problem-solving

Communication

Interpersonal skills

Customer relationship management

Team-building

Formation

Bachelor’s degree preferred

7+ years of customer service experience

Outils

CRM software

MS Office

Description du poste

Customer Service Manager- Boat Manufacturer
Reports to: Co-Chairman
Classification: Exempt
Department: Customer Service
Technology- Epicor- Kinetic

General Scope:

The Customer Service Manager supervises the customer service department and is responsible for ensuring timely and accurate responses to client inquiries. The Customer Service Manager promotes open communication with the manufacturing and engineering departments.

Essential Duties and Responsibilities:

1. Oversee daily operations of the overall processes of warranty and customer service, parts orders and processing, and shipping of parts.
2. Lead, train, and motivate a team of customer service representatives to deliver top-notch support.
3. 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.
4. Track key metrics (response time, customer satisfaction, issue resolution) and report on performance.
5. Generate reports for senior management detailing feedback from the dealers.
6. Interface with vendor representatives on an as-need basis relative to technical problems, product development, new product launches, training needs, etc.
7. Develop and maintain customer service policies, procedures and performance standards. Ensure the team stays up to date on product knowledge and industry trends.
8. Monitor department productivity and morale and implement measures to ensure the highest results possible.
9. Resolve escalated customer issues promptly and professionally, always aiming for a positive outcome. Communicate with corporate counsel as needed.
10. Support special events, boat shows, and dealer meetings as needed.
11. 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 industryspecific 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