Customer Experience Director
1 week ago
Welcome to Boatmate Trailers, LLC, where we're dedicated to crafting the highest quality premium boat trailers in the industry. As a leader in innovation and customer satisfaction, we strive to deliver more than you expect. Our commitment to excellence is reflected in every aspect of our business, from product design to customer service.
We're seeking an experienced professional to join our team as a Customer Service and Fulfillment Manager. This critical role will oversee all functions of customer service, including parts sales, shipping, warranty, and customer support. The successful candidate will be responsible for driving overall performance, growth, and continuous improvement of the CS team while ensuring high levels of service quality.
This is an exceptional opportunity to lead a talented team and make a meaningful impact on our customers' experiences. If you're a strategic thinker with excellent leadership skills and a passion for delivering exceptional customer service, we encourage you to apply.
Responsibilities
- Develop a clear vision and strategic direction for the CS department, ensuring all Team Members understand their purpose and role within it.
- Lead, mentor, and motivate a team of Customer Service Representatives (CSRs) to achieve individual and departmental goals.
- Define roles, responsibilities, and expectations within the team, establishing a culture of accountability and pride in service delivery.
- Create comprehensive training programs focused on building product knowledge, enhancing CS skills, and reinforcing the department's goals and standards.
- Oversee customer interactions to ensure they are handled professionally, promptly, and with the highest standards of service.
Requirements
- High school diploma or equivalent required
- Bachelor's degree in business administration or related field of study required
- Minimum three (3) years of leadership experience required
- Minimum two (2) years Customer Service or call center experience required
Salary Range
$60,000 - $80,000 per year, depending on experience.
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