Customer Service Supervisor - Fishing

About the role

The Customer Service Supervisor oversees daily customer service functions and activities to ensure efficiency, quality, and customer satisfaction. This position implements procedures and provides guidance to ensure customer inquiries and complaints are handled and processed in accordance with company objectives.

Responsibilities

• Oversees customer service functions including order entry, pricing and promotions, problem resolution, sales support, and customer/consumer communications.
• Oversees the sales order entry process ensuring accuracy and timeliness.
• Aids in assigning shipment dates in conjunction with the production and shipping department.
• Maintains call quality, volume, and efficiency as well as problem resolution and the resolution of shipping and credit questions.
• Provides training and guidance to increase quality, effectiveness, and efficiency ensuring a continued level of industry leading customer service.
• Manages database and/or website maintenance/administration functions to ensure accuracy and data integrity.
• Responsible for setting up and maintaining product pricing and promotion programs in the system.
• Coordinates proactive customer service processes, including communications with dealers and the marketing department, which will ensure a continuing long-term business relationship with the customer.
• Coordinates ISO 9000 documentation for all department responsibilities and tasks, insuring continued maintenance of those documents when processes change.
• Partners with other internal or external departments on sales, customer service and accounts receivable processes.
• Performs other duties as assigned.

Supervisory/Management Responsibilities

• Supervises the daily activities for a team, ensures productivity, sets priorities, and manages work schedules.
• Provides input on resource planning and policy development.
• Coaches team members on performance, completes performance evaluations and recommends pay actions.
• Participates in and provides input into hiring and termination decisions.
• Provides input into the department budget and control expenses.

Requirements

High school diploma or equivalent. Typically requires a minimum of 5 years of customer service experience which includes leading a customer service team and effectively resolving difficult customer concerns within a consumer products industry.

Demonstrated skills and abilities to effectively communicate, verbally and in writing, with customers, internal departments, and external vendors.

Expert level skills in resolving escalated customer calls and concerns to ensure customer satisfaction. Ability to analyze and solve unique issues to effectively bring closure.

Proficiency in using Microsoft Office Products (Word, Excel, and Outlook).

Experience using a database to document customer service calls, orders, and issues.

Skills in maintaining information and documents on a website.

Excellent skills in and ability to organize, prioritize and multitask effectively.

Qualifications

A few pointers about our culture:

• Entrepreneurial spirit and innovation are in our bones!
• We authentically innovate trusted equipment that gets people out there.
• We are laser-focused on our consumers, and passionate about inspiring people to actively engage with the amazing awe of the outdoors again and again.
• We strive to create meaningful, healthy change in the world as individuals and as a family of brands.
• We value diversity and team members who are willing to wear multiple hats; who take personal initiative, anticipating what needs to be done, and figuring things out to make them happen; but who are also willing to ask for help, to assist others and work together.

Skills

Skills in using Microsoft Office Products (Word, Excel, and Outlook).

Experience using a database to document customer service calls, orders, and issues.

Skills in maintaining information and documents on a website.

Benefits

Find your work/life balance with generous paid time off and holiday benefits, health insurance and wellness plans.

Further your career with training opportunities including our tuition assistance program.

Plan for your future with our 401k with company match and deferred retirement contributions, Sons & Daughters Scholarship program, life and LTD insurance, and more.

Pay

Competitive base salary, with additional earning potential through participation in the annual discretionary cash profit sharing program, and eligibility for annual pay increases.

Schedule

Hybrid work schedule