Customer Service Manager

About the position

The Customer Service Manager for Randy's Worldwide will oversee the customer service department, ensuring the highest level of service and satisfaction for our customers. This role requires a deep understanding of the automotive and off-road vehicle industry, excellent communication skills, and the ability to manage and inspire a team. The ideal candidate will be passionate about off-road vehicles and have a proven track record in customer service management.

Responsibilities

• Lead, mentor, and develop the customer service team to deliver exceptional service.
• Conduct regular training sessions to ensure the team is knowledgeable about our products and industry trends.
• Set performance goals and monitor team performance, providing feedback and coaching as needed.
• Address and resolve conflicts within the team promptly and effectively, promoting a positive and collaborative work environment.
• Handle complex customer inquiries and resolve issues in a timely and efficient manner.
• Develop and maintain strong relationships with key customers, ensuring their needs are met.
• Monitor customer feedback and work with the team to improve service delivery.
• Identify opportunities to improve customer service processes and implement changes.
• Develop and maintain customer service policies and procedures.
• Use customer service metrics to track performance and identify areas for improvement.
• Prepare and present regular reports on customer service performance, including key metrics such as response times, resolution rates, customer satisfaction scores, and other relevant KPIs.
• Analyze data to identify trends and areas for improvement, providing actionable insights to the team and management.
• Implement and monitor tracking systems to ensure accurate measurement of customer service activities and outcomes.
• Maintain a deep understanding of Randy's Worldwide breath of products and their applications.
• Ensure the customer service team is well-informed about new products and updates.
• Work closely with sales, marketing, purchasing and warehouse teams to ensure a seamless customer experience.
• Provide customer feedback to relevant departments to inform of any product issues or process gaps.

Requirements

• Bachelor's degree in Business Administration, Management, or a related field.
• Minimum of 5 years of experience in customer service management, preferably in the automotive or off-road vehicle industry.
• Strong leadership and team management skills.
• Excellent communication and interpersonal skills.
• Ability to handle challenging customer situations with tact and professionalism.
• Proficiency in customer service software and CRM systems.
• Passion for off-road vehicles and a strong understanding of the automotive aftermarket industry.

Nice-to-haves

• Some knowledge of automotive drivetrain and suspension systems.
• Understanding of the off-road vehicle market and customer base.
• Familiarity with the latest trends and innovations in the automotive industry.
• Ability to analyze customer feedback and generate actionable insights.
• Experience in process improvement and implementing customer service best practices.
• Strong problem-solving and decision-making abilities.