Parts and Warranty Manager

Parts and Warranty Manager

COME GROW WITH US

nuCamp’s commitment to build the exceptional extends beyond our teardrop trailers. We are committed to building an exceptional team of professionals who take pride in their work and genuinely care about each other. If you meet that description and are looking for a positive work environment where team members are valued and treated as part of the family, nuCamp may be the opportunity you are looking for.

nuCamp is hiring for a Parts and Warranty Manager. If you have leadership experience and relevant work experience, please send your resume for consideration.

Summary: The Parts and Warranty Manager is responsible for overseeing the daily operations of the Parts and Warranty Department and leading team members in a manner that fosters outstanding customer service and exceptional customer experiences. The Parts and Warranty Manager is responsible for maintaining nuCamp’s reputation for excellence by guiding their team to handle inquires, resolve issues, and maintain strong customer relationships with the goal of driving customer satisfaction, loyalty, and retention. The Parts and Warranty Manager accomplishes this by performing the following duties personally or through subordinate leaders.

Essential Duties and Responsibilities:

• Consistently promote the nuCamp vision, core values, and focus, ensuring alignment and prioritization around the Parts and Warranty Department goals and objectives.
• Provide leadership to the Parts, Warranty, and Shipping departments, fostering teamwork and a culture of excellence.
• Direct and oversee the day-to-day operations of the Parts, Warranty, and Shipping departments, establishing clear expectations and service standards to consistently provide exceptional customer experiences.
• Establish strong relationships across the organization, with customers, and with dealer contacts to meet Develop and execute plans that drive departmental and individual performance, ensuring efficient use of manpower and expense management.
• Plan work schedules for the department, establish priorities and monitor Parts, Warranty, and Shipping team member activity, productivity, service quality, and customer satisfaction. Provide feedback for improvement and model desired behaviors for professionalism and integrity.
• Develop and document all standard Parts, Warranty, and Shipping procedures, communicating with and coaching team members to perform at their best to achieve exceptional service quality.
• Identify and drive process improvements to ensure excellence in customers’ experience, timely service delivery, optimum productivity and workflow, and effective resource management.
• Ensure that all team members working in the Parts, Warranty, and Shipping departments have been trained to perform their job duties effectively and to nuCamp’s service standards.
• Cooperate with the DCE and/or HR to resolve team member problems or grievances.
• Builds a strong knowledge base about nuCamp’s products and services, sharing that knowledge with team members and customers to help answer questions and resolve issues.
• Stay current on industry and market trends to ensure nuCamp stays current with best practices, customer service standards, and procedures.
• Support the Customer Experience team in resolving escalated issues or complaints and ensuring prompt turnaround for all service requests with consistent quality and professionalism.
• Provide exceptional customer service, responding to and resolving complex customer issues or problems in person, by phone, or by email in a timely and professional manner.
• Generate management reports as needed to analyze performance and service quality data, including common complaints or problems, customer feedback and reviews, call volume, response time, and other relevant performance data, with the aim of continuous improvement.
• Coordinate communication of office hours, holiday schedules, etc., to customers, vendors, and visitors by working with IT to update the automated voicemail messaging and the building access system and by working with department leaders to update the Freshdesk email messaging system.
• Participate in problem-solving sessions and offer suggestions for continuous improvement and solutions to eliminate manual processes, streamline existing processes, and improve workflow.
• Collaborates with Quality Standards and E&I teams to review and address reoccurring issues being submitted for warranty claims.
• Assist Parts, Warranty, and Shipping departments in retrieving correct parts needed for orders.
• Assist the Shipping team with Online Parts Store orders.
• Review inventory for the Online Parts Store and identify what other parts can be added to the store.
• Perform adjustments with the Online Parts Store and ERP system connector.
• Collaborate with the Marketing and Finance Department for the Online Parts Store.
• Responsible for the National Highway Transportation Safety Board (NHTSA) Quarterly Reports.
• Maintains up-to-date records of Safety Recalls, Service Bulletins, and NHTSA reports.
• Evaluate shipping costs related to USPS, UPS, and Freight, which helps to determine the most cost-effective shipping options and works with respective representatives from these companies.
• Prepares international paperwork for shipments going outside the United States.
• Work with the transportation company to schedule any damaged units or dealer/customer units that need to be repaired at the factory.
• Develop and maintain a strong working knowledge of the CRM system and the NetSuite ERP system.
• Practice active listening skills to ensure team members and customers feel their concerns are heard and to gain a full understanding of issues that need to be addressed.
• Communicate any trends in customer communication or behavior to leadership. Collaborate with multiple departments to propose and implement solutions to customer challenges or complaints.
• Perform the duties of the Parts, Warranty, and Shipping representative positions, as needed to ensure effective coverage and fill in for team members who are absent.
• Maintain basic computer skills, including a basic understanding of the customer database, the ERP system, NetSuite, and Microsoft Office Suite programs.
• Ensure the Parts and Warranty team members are trained to use the CRM system effectively to keep accurate records and document customer service actions and discussions.
• Help to create, update, and maintain the database of FAQs and resolutions to common customer service issues.
• May be asked to represent the company and assist with the setup and facilitation of customer-related events, tradeshows, or rallies.
• Maintain clean and organized work area.
• Perform other duties as assigned.

Education and/or Experience:

• High School Diploma or GED preferred.
• Minimum of five years of related Customer Service experience.
• Bachelor’s degree in a related field is a plus.

Other Skills and Abilities:

• Strong leadership and managerial skills with demonstrated ability to build a team for optimum performance.
• Strong and relentless drive for excellence in customer service and customer experience.
• Exceptional customer service skills with the ability to maintain a calm, patient, and professional demeanor in difficult situations, using sound judgment to respond to and resolve customer complaints.
• Strong interpersonal skills with the demonstrated ability to establish rapport and trust to develop meaningful relationships with customers and team members.
• Ability to multi-task efficiently.
• Self-directed, detail-oriented, and organized.
• Strong communication skills, both written and verbal, and the ability to work well with people at all levels.
• Ability to problem solve effectively, find creative solutions to problems, and negotiate effectively to find the win-win solution to problems.
• Able to work under pressure and manage stress in a constructive way.
• Ability to provide and receive constructive performance insights.
• Team-oriented, collaborative, and professional.
• Ability to effectively present information to customers, team members, and managers as needed.

In addition to competitive wages, nuCamp offers a generous benefits package including medical, dental, and vision insurance, paid holidays, paid vacation, as well as a 401k plan with company match.

Please apply TODAY

nuCamp is an equal opportunity employer.