Apply on Employer Site

Cobalt Boats · 1 day ago

Cobalt Customer Service Manager

Neodesha, KS

Part-time

Onsite

Senior Level

5+ years exp

Cobalt Boats is a company focused on customer service and warranty operations. They are seeking a Manager of Customer Service & Warranty who will be responsible for the effective operation of customer service, warranty, and service parts fulfillment, while also implementing strategies and best practices to improve service quality.

ManufacturingTransportation

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

Qualification

Customer Service ManagementProcess ImprovementLeadershipBoat Manufacturing KnowledgeEmployee TrainingNegotiation SkillsProblem AnalysisPlanningComputer ProficiencyInterpersonal SkillsCommunication Skills

Required

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