Customer Service Manager

Hog Technologies•Stuart, FL

18d

About The Position

The Customer Service Manager oversees customer support operations, order fulfillment, inventory coordination, online store development, and customer satisfaction. The role supervises customer support representatives, handles escalated customer issues, supports accounts receivable collections for spare parts, and works with management and HOG Europe to meet customer and shipment goals. The position is based in a clerical office setting and may require travel to the largest domestic trade show, ATSSA, once per year. Candidates must pass a background check and drug screen.

Requirements

High school diploma, GED, or equivalent; an associate’s and/or bachelor’s degree is a plus.
Computer literacy, with strong skills in Microsoft Office, including Word, Excel, and Outlook, and data entry in ERP and CRM databases.
Self-starter with a strong sense of urgency and the ability to follow tasks through to completion.
Self-disciplined, highly organized, and goal-oriented in a fast-paced environment.
Ability to multitask with strong attention to detail.
Excellent organizational, verbal, and written communication skills.
Self-motivated, with the ability to work independently and collaboratively with team members.
Knowledge of customer service principles and processes, including customer needs assessment, meeting service quality standards, and evaluating customer satisfaction.
Fluent in English.
Must pass a background check and drug screen.
Key competencies include honesty, trustworthiness, loyalty, reliability, hard work, competence, integrity, organization, goal orientation, respect, humility, commitment to customer needs, teamwork, awareness of business trends, and positive work ethics.

Nice To Haves

Associate’s and/or bachelor’s degree.
Ability to speak languages in addition to English.

Responsibilities

Handle incoming order fulfillment with a goal of shipping 98% of parts the same day, including spare parts packages for newly sold systems.
Assist the Inventory Manager with setting appropriate reorder points for parts sold.
Work with HOG Europe to maintain inventory levels needed to meet shipment goals throughout Europe, including Jetting Systems.
Assess existing processes and implement new processes where needed.
Build out the online store with parts offerings and customer-specific pricing.
Communicate with customers by phone, email, online store, text, and WhatsApp.
Assist and support Accounts Receivable with collections for spare parts sold domestically and internationally.
Hire, lead, train, and terminate customer support team members.
Handle high-level customer satisfaction incidents that customer service representatives cannot resolve.
Request customer feedback about their satisfaction with their experience with customer support representatives.
Stay informed about new products and services.
Oversee product shipments, exchanges, and returns.
Train customer support representatives to address problems over the phone and write correspondence appropriately.
Work with management on customer support initiatives.
Supervise customer support representatives.
Travel to the largest domestic trade show, ATSSA, potentially once per year.