Customer Service and Fulfillment Manager
12 hours ago
Summary
The purpose of this position is to lead and grow all functions of Customer Service (CS), overseeing parts sales, shipping, warranty, and customer service. This role will be responsible for driving overall performance, growth, and the continuous improvement of the CS team, ensuring high levels of service quality while fostering a positive, efficient, and collaborative work environment.
Essential Functions
- Develop a clear vision and strategic direction for the CS department, ensuring all Team Members understand the department’s purpose, and their role within it.
- Lead, mentor, and motivate a team of Customer Service Representatives (CSRs) to achieve individual and departmental goals.
- Clearly 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.
- Plan, prioritize, and delegate the day-to-day functions of the CS department in a manner that optimizes workflow and plays to individual strengths.
- Resolve escalated customer concerns and complaints, ensuring customer satisfaction while adhering to company policies.
- Regularly review customer feedback and departmental performance metrics to identify trends, address challenges, and make data-driven adjustments to improve service quality.
- Drive initiatives to enhance operational efficiency, streamline processes, improve service delivery, and the growth of parts sales.
- Develop and implement new programs or initiatives to enhance the overall customer experience.
- Support the development of customer-facing resources (e.g., FAQs, knowledge bases to empower customers to self-serve).
- Collaborate with leadership to define and implement goals that drive the department's progress and align with broader company objectives, regularly reviewing and adjusting to promote continuous growth.
- Work closely with sales, production, accounting, and engineering to ensure alignment on customer facing initiatives and communications.
- Ensure all actions are in compliance with rules, regulations, policies, and procedures.
- Complete other duties and cross-training activities as assigned.
Qualifications
- 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
Specialized Knowledge
- Familiarity with Microsoft Office Suite and ERP Systems
- Knowledge of business and management principles
- Knowledge or experience using Hub Spot or related CRM preferred
Competencies
- Change management experience in growing or scaling a department.
- Experience with customer journey mapping and implementing customer experience improvements.
- Strong analytical skills with the ability to identify trends, generate insights, and implement data-driven solutions.
- Ability to manage multiple priorities in a fast-paced environment.
- Ability to think strategically while also maintaining a hands-on approach to problem solving and team management.
Physical Requirements
- Prolonged periods of sitting or standing at a desk while operating a phone and computer
- Ability to lift up to 50 pounds
Occupational Conditions
- Manufacturing facility – must comply with all safety regulations and PPE requirements
Our team of dedicated professionals continue to raise the bar, setting industry trends and positioning Boatmate Trailers as the market leader. We have developed a unique culture that promotes thinking outside the box while keeping focus on continuous improvement. This focus is what enables us to provide our customers with superior products for the best value.
Our boat trailers are custom made to order every time, meaning no two trailers are the same. With over 400 different paint colors, various paint options, 20 different lighting packages, and more, there's something for everyone. Working for Boatmate puts you in a position to be part of making something that no one else has. Leave your mark. Join our team.Company DescriptionBoatmate Trailers is dedicated to building the highest quality premium boat trailers in the industry. At Boatmate Trailers we push our passion to the limit to deliver more than you expect. Our innovative styling and superior construction provides a boat trailer that looks better and goes farther. We know our customers work hard, play hard and depend on our products to give them the most out of every outing. That’s why we focus on exceeding expectations by providing a product you can trust and a knowledgeable staff to provide the quality service you deserve. \r
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Our team of dedicated professionals continue to raise the bar, setting industry trends and positioning Boatmate Trailers as the market leader. We have developed a unique culture that promotes thinking outside the box while keeping focus on continuous improvement. This focus is what enables us to provide our customers with superior products for the best value.\r
\r
Our boat trailers are custom made to order every time, meaning no two trailers are the same. With over 400 different paint colors, various paint options, 20 different lighting packages, and more, there's something for everyone. Working for Boatmate puts you in a position to be part of making something that no one else has. Leave your mark. Join our team.
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