Customer Service Manager

Our Marine organization is a trusted provider of innovative solutions for the worldwide boating and boat building industry, and we recently expanded our scope to lead the boating industry into an electrified future. Dometic has won numerous NMMA Innovation Awards over the years and we are always striving for new ways to make boating easier, safer, and more enjoyable.

As Customer Service Manager of the Litchfield team, this role is responsible for day-to-day management of Customer & Tech Service Department and developing and maintaining superior levels of quality customer service for internal and external customers, focusing on overall customer satisfaction.

We are a journey of continuous growth – now looking for our next star – a passionate Customer Service Manager. This position reports to General Manager and will work in Litchfield, IL.

General Responsibilities

• • Provide leadership to Domestic, OEM and International customer service teams.
  • Build and maintain relationships with customers; improve overall customer experience and support the facilitation of overall sales growth
  • Address further sales opportunities from key representatives and customers with management
  • Work with management teams toward the achievement of monthly sales targets and KPI's
  • Work with management and the team to develop new customer service procedures, policies and standards to improve the overall customer experience
  • Keep accurate records and document customer service actions and discussions
  • Analyze customer sales data and compile accurate reports utilizing PowerBI
  • Learn and maintain an understanding of all current and newly released products and their applications
  • Oversee the order process including order entry, administration, and shipping ensuring that orders are processed in accordance with department standards
  • Ensure customer needs are fulfilled effectively by collaborating with internal departments
  • Identify, present, and implement new customer service and planning technology enhancements
  • Work on cross-functional improvement projects to become easier to do business with
  • Maintain best in class customer sales order entry
  • Create and execute customer centric planning initiatives to focus on increased service levels for customers; this may include customer stocking programs, customer S&OPs/forecasts, or open order management
  • Create a culture and standard work for communicating to customers in a responsive, professional, and empathetic manner
  • Act as primary contact for communication with customers or sales that have escalated issues to resolve
  • Create a culture of accountability through metrics that increase team performance levels; including response, original promise date, order entry, and RMA metrics among others
  • Create, coach, and develop team of planners and customer service reps
  • Special Projects as required

What do we offer?

You are offered an interesting role in a dynamic, fast paced and global environment with great opportunities to grow, evolve with the company and take on new challenges.

• Medical/Dental/Vision Insurance
• Employee Assistance Program (EAP)
• Disability insurance (STD/LTD)
• 401 (k) with company match
• PTO
• Company defined holidays and two floating holidays for you to use as you choose
• Paid maternity/paternity leave
• Tuition assistance
• Membership reimbursement (wholesale club and gym)
• Employee discounts on our incredible products
• Opportunities to make an impact

SKILLS & REQUIREMENTS

The ideal candidate for this role will bring demonstrated success in Customer Service and team leadership. Additionally, they will have acquired the following qualifications and experiences:

• Bachelor’s Degree in business or related discipline
• 5+ years of management experience with 3+ years of experience with regular communication with customers
• Experienced with Microsoft applications especially Excel, Outlook, Teams and PowerBI
• Work experience within manufacturing/distribution industry preferred

To be successful in this role, we believe that you possess the following skills, competencies & characteristics:

• Managed a team and has a proven track record of success in developing leadership bench strength.
• Experience with successful projects/products that started with the customer experience and were intensely focused on customer satisfaction.
• Customer Service, Solutions, and Continuous Improvement mentality
• Outstanding listening, comprehension and oral