Customer Service Manager
Everett, Washington, United States
p u strong Summary /strong /u : /p p br br Be one of the first applicants, read the complete overview of the role below, then send your application for consideration. br /p p The Customer Service Manager for Randy's Worldwide will oversee the customer service department, ensuring the highest level of service and satisfaction for our customers. This role requires a deep understanding of the automotive and off-road vehicle industry, excellent communication skills, and the ability to manage and inspire a team. The ideal candidate will be passionate about off-road vehicles and have a proven track record in customer service management. /p p br /p p u strong Essential Duties & Responsibilities: /strong /u /p p br /p p strong Team Leadership and Development: /strong /p ul li Lead, mentor, and develop the customer service team to deliver exceptional service. /li li Conduct regular training sessions to ensure the team is knowledgeable about our products and industry trends. /li li Set performance goals and monitor team performance, providing feedback and coaching as needed. /li li Address and resolve conflicts within the team promptly and effectively, promoting a positive and collaborative work environment. /li /ul p strong Customer Interaction: /strong /p ul li Handle complex customer inquiries and resolve issues in a timely and efficient manner. /li li Develop and maintain strong relationships with key customers, ensuring their needs are met. /li li Monitor customer feedback and work with the team to improve service delivery. /li /ul p strong Process Improvement: /strong /p ul li Identify opportunities to improve customer service processes and implement changes. /li li Develop and maintain customer service policies and procedures. /li li Use customer service metrics to track performance and identify areas for improvement. /li li Prepare and present regular reports on customer service performance, including key metrics such as response times, resolution rates, customer satisfaction scores, and other relevant KPIs. /li li Analyze data to identify trends and areas for improvement, providing actionable insights to the team and management. /li li Implement and monitor tracking systems to ensure accurate measurement of customer service activities and outcomes. /li /ul p strong Product Knowledge: /strong /p ul li Maintain a deep understanding of Randy's Worldwide breath of products and their applications. /li li Ensure the customer service team is well-informed about new products and updates. /li /ul p strong Cross-Department Collaboration: /strong /p ul li Work closely with sales, marketing, purchasing and warehouse teams to ensure a seamless customer experience. /li li Provide customer feedback to relevant departments to inform of any product issues or process gaps. /li /ul br br