Customer Service Manager

B&T USA, LLC•Herriman, UT

2h•Onsite

About The Position

B&T USA is seeking a Customer Service Manager to join their Service Team. The ideal candidate will thrive in a fast-paced work environment, demonstrating the ability to multi-task while prioritizing customer satisfaction. They must be a team player with a positive attitude and excellent customer service skills. B&T USA, a Florida-based firearms, suppressor, and accessories manufacturer, operates under license of B&T AG SWITZERLAND. Founded in 1991, B&T AG has evolved into a world leader in the design, manufacture, and sale of technologically advanced, high-performance weapons systems used globally by police, special forces, elite military units, and private citizen consumers. B&T USA and all its employees are committed to conducting business with the highest ethical standards, complying with all applicable laws, regulations, rules, and regulatory orders. The company's reputation for honesty, integrity, and high ethics is as important as its reputation for creating innovative solutions.

Requirements

High school diploma or GED required.
2+ years of Customer Service management experience.
At least 1 year of related experience preferably customer support experience or experience as a client service representative.
Previous experience in the firearms industry, preferably in a retail gun shop.
Technical firearms expertise and knowledge of current firearms industry.
Proficiency in Microsoft Office Suite.
Proficiency in PMS or Customer Service-related ticketing systems.
Flexibility to adapt to changing priorities and organizational needs.

Nice To Haves

Technical writing, creative writing, or academic writing is preferred.
Bachelor’s degree in business administration or a related field is preferred.
Knowledge of Zendesk system preferred.

Responsibilities

Manage & oversee Customer Service Department staff, communicate job expectations, and perform employee appraisals and reviews.
Answer customer questions, resolve problems, manage Customer Service Department workload, and maintain customer satisfaction by providing problem-solving resources.
Review social media platforms for potential customer service issues.
Resolve escalated customer service issues.
Assist in preparation of knowledge-based documents, such as summaries and responses to frequently asked questions.
Identify opportunities to update or improve Customer Service procedures and offer recommendations to Upper Management.
Participate in scheduled meetings to communicate key issues within the Customer Service Department.
Perform new essential duties as assigned.