Customer Service Manager

Safariland

Casper, WY

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JOB DETAILS

SKILLS

Accidental Death and Dismemberment (AD&D), Analysis Skills, Automatic Call Distributor (ACD), Business-to-Business (B2B), Coaching, Communication Skills, Contract Management, Corrective Action, Cross-Functional, Customer Escalations, Customer Relationship Management (CRM), Customer Satisfaction, Customer Service Management, Customer Support/Service, Demand Forecasting/Planning, Dental Insurance, ERP (Enterprise Resource Planning), Expense Management, Interpersonal Skills, Inventory Management, Law Enforcement, Life Insurance, Mentoring, Microsoft Office, Microsoft Visio, Multitasking, People Management, Performance Metrics, Presentation/Verbal Skills, Process Improvement, Project/Program Coordination, Project/Program Management, Sales Analysis, Sales Cycle, Sales Support, Staff Training, Team Lead/Manager, Time Management, Trend Analysis, Tuition Fees, Vision Plan, Workforce Management, Writing Skills

LOCATION

Casper, WY

POSTED

1 day ago

TOGETHER, WE SAVE LIVES

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 888-469-6455.

All employment decisions are solely based on the applicant's qualifications as they relate to the requirements of the position.

Customer Service Manager

Safariland

Casper, WY

About the Company

Safariland

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