What are the responsibilities and job description for the Customer Service Manager position at Crevalle Boats?
Job Summary
This role oversees customer service operations to provide an exceptional experience for dealers and their customers. Directs the organization's customer service process, implementing continuous improvement initiatives and ensuring a superior customer service experience. Approves all warranty requests, coordinates logistics, and uses the ERP system to initiate warranty orders.
Key Responsibilities
* Develop successful strategies to manage and analyze customer interactions throughout the customer lifecycle.
* Ensure timely responses to customer inquiries, including tracing shipments, advising delivery dates, and providing additional information as needed.
* Establish quantifiable metrics around order entry, complaints, and social media posts, delivered monthly.
* Collaborate with marketing, sales, planning, engineering, and operations teams to create and manage a value stream from customer quoting to after-delivery support.
* Serve as a 'voice of the customer' advocate, working with Engineering to encourage design changes for product reliability.
* Provide training and resources for dealers and end-users.
Supervisory Responsibility
No direct reports are managed in this position.
Work Environment
The employee is frequently exposed to fumes or airborne particles, moving mechanical parts, and vibration. The noise level can be loud.
This role oversees customer service operations to provide an exceptional experience for dealers and their customers. Directs the organization's customer service process, implementing continuous improvement initiatives and ensuring a superior customer service experience. Approves all warranty requests, coordinates logistics, and uses the ERP system to initiate warranty orders.
Key Responsibilities
* Develop successful strategies to manage and analyze customer interactions throughout the customer lifecycle.
* Ensure timely responses to customer inquiries, including tracing shipments, advising delivery dates, and providing additional information as needed.
* Establish quantifiable metrics around order entry, complaints, and social media posts, delivered monthly.
* Collaborate with marketing, sales, planning, engineering, and operations teams to create and manage a value stream from customer quoting to after-delivery support.
* Serve as a 'voice of the customer' advocate, working with Engineering to encourage design changes for product reliability.
* Provide training and resources for dealers and end-users.
Supervisory Responsibility
No direct reports are managed in this position.
Work Environment
The employee is frequently exposed to fumes or airborne particles, moving mechanical parts, and vibration. The noise level can be loud.
