Cobalt Customer Service Manager

MBI - Malibu Boats, Inc • Lenoir City, TN

2d • Onsite

About The Position

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

Requirements

• 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.
• 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.
• 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.
• 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.
• 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.

Nice To Haves

• Customer service experience within a marine / boating-related environment highly desired.

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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 1,001-5,000 employees