Customer Care Manager
About The Role
The Customer Care Manager at Ocean Blue Yacht Sales will play a pivotal role in ensuring exceptional customer experiences and satisfaction. This position is responsible for overseeing the Business Development team, managing customer and manufacturer relationships, and implementing effective change management strategies. The major end result of this role is to enhance service delivery and resolve customer issues efficiently, thereby fostering loyalty and repeat business. The Customer Care Manager will also analyze sales metrics to identify areas for improvement and develop training programs for staff. Ultimately, this role aims to create a customer-centric culture that aligns with the company's values and goals.
Minimum Qualifications
- 5+ years of experience in a customer service management role.
- Proven experience in vendor management and problem resolution.
- Experience in the marine industry (preferred).
- Certification in customer service management or related fields (preferred).
- Familiarity with CRM software and call center technologies (preferred).
Responsibilities
- Lead and manage the Business Development team to ensure high-quality service delivery.
- Implement and monitor project management initiatives to improve Business Development operations and Legendary Experience project.
- Resolve complex customer issues and complaints in a timely and effective manner.
- Analyze customer feedback and sales metrics to identify trends and areas for improvement.
Skills
- Business development management and problem resolution.
- Change management skills to implement new processes that enhance Business Development, Project Management, and Sales.
- Strong business development skills to train and motivate the BDC team, ensuring they meet performance standards.
- Outbound calling skills to proactively reach out to customers for feedback and sales follow-ups.
Benefits
OneWater Marine is an Equal Opportunity Employer and complies with ADA regulations as applicable.