Assistant Customer Care and Shipping Manager

• 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 document SOP’s for all functions customer care related
• Manages calls through call center software like 3CX
• Completes other special projects as directed and outlined by Customer Care Manager or other management staff

• 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 document SOP’s for all functions customer care related
• Manages calls through call center software like 3CX
• Completes other special projects as directed and outlined by Customer Care Manager or other management staff

The position requires having or developing thorough knowledge of products, services and solutions that fall under the SRP brand or are manufactured at our Carrollton Fulfillment Center for other brands. Strong team leadership, organizational skills and sense of urgency are crucial for customer satisfaction. Proven track record of success in customer service management is desired. Applicant should have proficiency in Microsoft Office applications such as Word, Excel, PowerPoint and Outlook.

Experience and proficiency in our ERP, Net Suite, is a plus. This position will require up to 10% travel.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

• 5+ years of customer service management preferred
• Specific industry experience or knowledge in recreational products preferred.
• Previous leadership role demonstrates ability to lead people and achieve team objectives
• Experience with in a manufacturing environment is a plus

• Strong time and project management skills
• Strategic and tactical thinker
• Above average communicator with presentation skills
• Strength in problem solving and follow-up / 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
• Highly organized
• Stro…