Consumer Care and Warranty Manager

Posted by Simms Fishing Products. on 07/06/2020

Job Basics

Industry Sector: Fishing

Job Categories: Customer Service

Company Type: Apparel/SoftGoods

State: MT

City: Bozeman

Country: United States

Required Experience: 3 - 5 years

Job Type: Full Time

Salary: $61-65,000/year

Required to Relocate: Yes

Required to Travel: No

Employee May Telecommute: No

Job Seeker Must Live Within:

Job Description & Requirements

Consumer Care and Warranty Manager

 

The Simms organization is growing and we’re looking to fill the Consumer Care and Warranty Manager position. This is a full-time, in-house position, based in Bozeman, Montana.

The Consumer Care and Warranty Manager’s mission will be to help Simms continue to provide a world class service experience for our customers, build a fantastic customer service and warranty team, and implement process improvements to make a positive difference in our Direct to Consumer business.

This position is responsible for wide ranging duties from high level planning and analysis to supervision and training of the customer service and warranty team. The successful candidate will be highly motivated and self-directed, in addition to possessing the leadership skills needed to lead by example. This individual will possess exceptional teamwork and communication skills to collaborate with team members in sales, marketing, digital commerce, operations, finance and production. There should a great deal of time gathering and analyzing the customer data and feedback to establish sales and service performance. With the data, the manager can focus on addressing existing customer issues and/or implementing new processes for enhanced world class service. In this role, you lead a team of Simms Fishing brand ambassadors, creating responses and online experiences that build and promote customer loyalty, trust, and good will.

Specific requirements for this position:

Customer Service Brand

 

Ø Collaborate with digital commerce and marketing teams to provide feedback and make suggestions to improve the customers order experience and to maximize revenue

Ø Ensure Customer Service Lead and team have the resources they need to evolve the customer service experience

Ø Maintain in-depth working knowledge of Simms products, technologies and processes

Ø Support online sales via upsell strategies, proactive online chat service and promotions

Ø Maintain customer database by updating contacts, addresses, and order notes as needed

Ø Maintain customer preference database, including information on lead time sensitivity, fulfillment time sensitivity, shelf-life requirements and product preferences

Ø Gain and maintain customer relationships in order to better serve each customer’s unique needs

Ø Research, identify and implement process and procedures that will enhance and improve online consumer interaction

Ø Proven mastery in written and verbal customer communication emblematic of a customer-first, direct-to-consumer sales organization

Analytics/Metrics

Ø Develop and report weekly/monthly customer service metrics, key issues, concerns or critical feedback to Leadership along with proposing solutions

Ø Review, manage and communicate goals for daily/weekly response times

Ø Compile data to identify areas of improvement in web site, customer service policies and procedures and offer innovative solutions

Team Management

Ø Proven experience building a customer centric culture by mentoring, coaching and training the Customer Service team on best practices and department policies

Ø Demonstrated experience in the management to the Customer Service team, working with the CS Lead and Representatives to resolve challenging customer service issues and escalated situations

Ø Experience setting individual/team performance expectations and goals

Ø Proven experience developing, directing and overseeing all aspects of Simms customer service policies, objectives and initiatives

Ø Experience in monitoring sites for negative feedback and proactively reach out to customers to help improve their experience

Successful candidates should possess:

Ø Bachelor's Degree

Ø 3+ years Customer Service Management Experience

Ø Strong communication skills

Ø Analytical skills

Ø Problem-solving skills

Ø Ability to increase employee engagement

Ø Team building skills

Ø Process-driven attitude

Simms offers a competitive compensation and benefits package, including:  Medical, Dental & Vision Insurance, Health Savings Account, Flexible Spending Accounts, Life, Short-term & Long-term Disability Insurance, 401K Retirement Plan, Paid Holidays & Paid Time Off.

About Simms Fishing Products.

Simms is a leading manufacturer of high quality fishing apparel and outerwear, based in Bozeman, Montana.