Assistant Customer Care and Shipping Manager

Responsibilities

• Supports all department activities to facilitate flow of communication and efficient use of shared resources, ensuring Customer Care objectives are met.
• Accomplishes the department’s human resource objectives by recruiting, selecting, orienting, training, assigning, scheduling, coaching, counseling, and disciplining employees.
• Ensures solid communication with customers by phone, video, email, and face to face.
• Improves efficiency, effectiveness, and quality by evaluating and re-designing processes; establishing and communicating service metrics; analyzing results; implementing changes.
• Reviews internal data to support tactical and strategic decisions.
• Handles disruptions to customer satisfaction, such as missed ship dates, shortages, defective materials, and general escalations; provides feedback to the Customer Care Manager and other company leadership regarding service failures or customer concerns.
• Keeps accurate records of discussions or correspondence with customers.
• Works closely with other departments and managers in the organization.
• Develops and documents SOPs for all customer care-related functions.
• Manages calls through call center software like 3CX.
• Completes other special projects as directed by the Customer Care Manager or other management staff.

Requirements

• 5+ years of customer service management experience preferred.
• Specific industry experience or knowledge in recreational products preferred.
• Previous leadership role demonstrating ability to lead people and achieve team objectives.
• Experience within a manufacturing environment is a plus.
• Thorough knowledge of products, services, and solutions under the SRP brand or manufactured at the Carrollton Fulfillment Center for other brands.
• Strong team leadership, organizational skills, and sense of urgency for customer satisfaction.
• Proven track record of success in customer service management.
• Proficiency in Microsoft Office applications (Word, Excel, PowerPoint, Outlook).
• Experience and proficiency in NetSuite ERP is a plus.
• Up to 10% travel required.

Skills

• Strong time and project management skills.
• Strategic and tactical thinker.
• Above-average communication and presentation skills.
• Strength in problem-solving, follow-up, and follow-through.
• Ability to train and contribute to employee development.
• Strong customer orientation.
• Highly proficient computer skills (Word, Excel, PowerPoint).
• Ability to work well with others.
• Self-motivated and highly organized.
• Strong attention to detail.
• Willingness to travel on occasion.

Work Environment

This position works in a standard office environment containing furniture and equipment needed to conduct common business activities, such as desks, chairs, cubicle walls, phone systems, fax machines, copiers, conference room tables, computer systems, and filing cabinets.

On occasion, this position may be in a plant environment where proper PPE will be required while performing tasks and duties. The role requires:

• Walking and standing for prolonged periods.
• Use of hands and fingers to handle, feel objects, tools, or controls; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl; and talk or hear.
• Regularly lifting and/or moving up to 25 pounds to shoulder height and occasionally lifting and/or moving up to 50 pounds with help.

Training Requirements

• General Safety
• HAZCOM
• Lock out – Tag out
• Quality System Awareness
• NetSuite

Supervisory Responsibilities

Assists the Customer Care Manager in supervising a 15–20 person in-house team.

Benefits

• 401k with 4% matching, fully vested.
• Paid vacation/PTO/sick leave.
• 11 paid holidays.