Customer Service Manager

OVERVIEW

Manage all customer care functions for assigned customer base. Responsible for ensuring that all customer requirements are handled and processed accurately and timely. Manage all customer service functions to ensure assigned customers are provided a world class, compelling customer care experience.

• Plan, assign, and review the work of associates providing customer care support
• Administer assigned Automatic Call Distributor queues and ensure personnel alignment to meet service levels
• Manage the training, orientation, and continuing development of subordinate associates
• Coach, counsel and mentor assigned personnel on work‑related problems or questions
• Responsible for workforce management of assigned associates
• Develop and implement new and revised policies and procedures
• Determine and assemble data, compose special reports, periodic correspondence or work related records to support sales or customer requests and/or requirements
• Answer inquiries from subordinates and customers concerning escalated issues
• Analyze workload trends and staff appropriately to meet customer’s expectations
• Analyze call queue Key Performance Indicators (KPI) and initiate required corrective actions
• Analyze Sale Order Life Cycle KPI’s and initiate process improvement projects as required
• Initiate and coordinate system enhancement projects
• Lead and/or participate in cross‑functional teams and team projects
• Use extensive experience and judgment to plan and accomplish goals
• Manage expenses for assigned team
• Manage a team of approximately eight (8) to twenty (20) associates
• Responsible for the professional development, coaching, counseling, and training of assigned personnel

• Minimum three (3) years supervisory experience
• Five (5) years customer service experience
• Bachelor's Degree in a business related discipline or six (6) years additional equivalent combination of work experience or education required
• Master's Degree a plus
• Expert knowledge of ERP systems and processes
• Visual knowledge a plus
• Intermediate knowledge on Microsoft Office Suite
• Intermediate knowledge on Microsoft Visio application
• Intermediate knowledge of law enforcement equipment and industry a plus
• Excellent interpersonal skills
• Excellent communication skills both verbal and written
• Exceptional time management skills
• Proven ability to multitask
• Project management skills
• Basic Automatic Call Distributor administration
• Process improvement skills
• Vendor managed inventory skills
• Electronic B2B concepts and processes
• Vendor compliance and customer satisfaction concepts
• Enterprise cross‑functional process knowledge
• Basic contract development and administration
• Forecast and demand planning
• Customer Relationship Management (CRM) concepts

• Medical, dental & vision insurance
• 401(k) with company match
• Employer paid life insurance and AD&D
• Employer paid disability
• Wellness program
• Adoption assistance
• Tuition assistance
• Employee assistance program
• Work life balance
• Paid time off (PTO), sick leave and paid holidays throughout the calendar year (consistent with relevant state law and company policies)

The Safariland Group believes in the benefits of a diverse workforce and is committed to equal opportunity and affirmative actions. We pride ourselves on hiring and developing the best people, without regard to age, sex, sexual orientation, gender identity, genetic characteristics, race, color, creed, religion, ethnicity, national origin, alienage, citizenship, disability, marital status, military status, pregnancy, or any other legally recognized protected basis prohibited by applicable law.

For those applicants with disabilities, if you require reasonable accommodation in searching for a job opening or submitting an application, please contact us by calling .

All employment decisions are solely based on the applicant's qualifications as they relate to the requirements of the position.