Cobalt Customer Service Manager

Job DetailsJob Location: Cobalt TN - Lenoir, TN 37771Job Title:                     Manager – Customer Service & Warranty
Department:               Customer Service & Warranty
Reports To:                 President
FLSA Status:               Salary

Location: either Lenior City, TN or Neodesha, KS - travel between plants is required

Summary 

The Manager of Customer Service & Warranty is responsible for ensuring the effective operation of Customer Service, Warranty, and Service Parts fulfillment. This includes:

Development and implementation of strategy, best practices, and training systems
Ensuring a fair and equitable service experience for dealers and consumers (includes problem solving)
Leadership and management

Essential Duties and Responsibilities 

Accomplishes customer service objectives by recruiting, selecting, orienting, training, assigning, scheduling, coaching, counseling, and disciplining employees; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
Achieves customer service objectives by supporting strategic and tactical plans; implementing productivity, quality, and customer-service, warranty, and parts ordering/fulfillment standards; resolving problems; identifying customer service trends; determining system improvements; implementing change.
Determines customer service requirements by maintaining contact with customers; interacting with operational environments; managing surveys; benchmarking best practices; analyzing information and applications.
Improves customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes.
Disseminating advisories, warnings, and appropriate notifications to dealers and consumers.
Updates job knowledge by participating in operational activities; research; maintaining personal networks; utilization of products.
Meets parts fulfillment objectives by forecasting requirements; scheduling expenditures; analyzing variances; initiating corrective actions.
Interacting with vendors to ensure consistent policies and effective resolution of issues affecting mutual customers.

QualificationsQualifications To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 

Education and/or Experience:  


Bachelor's degree (B. A.) from four-year college or university; Minimum of five years of senior level leadership and management experience in a related field.


 

Language Skills: 


Ability to read, analyze, and interpret complex documents.  Ability to respond effectively to sensitive inquiries or complaints.  Ability to write speeches and articles using original or innovative techniques or style.  Ability to make effective and persuasive speeches and presentations on controversial or complex topics to top management, public groups, and/or boards of directors.


 

Mathematical Skills:  


Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.  Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.


 

Reasoning Ability:


Ability to define and solve practical problems, collect data, establish facts, draw valid conclusions, and deal with a variety of variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram form, as well as a variety of technical instructions.


 

Other Qualifications:


Must have a good working knowledge of boat manufacturing and repair or similar industry
Customer Service experience at a senior level with emphasis in; process improvement, decision making, managing processes, staffing, planning, tracking budget expenses, analyzing information, developing standards, strategy, and emphasizing excellence.
Leadership: a demonstrated ability to lead people and obtain desired results through others.
Planning: an ability to think ahead and plan over varied time spans.
Management: the ability to organize and manage multiple priorities, situations, and environments.
Customer service systems development and deployment.
Problem analysis and problem resolution at functional, tactical, and strategic levels.
Employee training and development.
Strong customer orientation.
Excellent interpersonal and communication skills.
Commitment to company values.
Computer proficiency.
Negotiation skills.
Broad knowledge of boating and boat manufacturing.
Customer service experience wi