What are the responsibilities and job description for the Warranty and Customer Experience Leader position at Crevalle Boats?
About the Role
The Manager of Warranty and Customer Service will lead the organization's customer service operations to ensure an outstanding experience for dealers and their customers. They will be responsible for directing and managing the customer service process, implementing continuous improvement initiatives, and ensuring a superior customer service experience. This includes approving all warranty requests, coordinating logistics, and using the ERP system to initiate warranty orders.
Main Objectives
* Implement 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.
* Develop and establish key performance indicators (KPIs) around order entry, complaints, and social media posts, delivered monthly.
* Work closely with cross-functional teams to create and manage a value stream from customer quoting to after-delivery support.
* Act as a liaison between internal stakeholders and customers to drive business growth and improve customer satisfaction.
Requirements
A minimum of three years of experience in the boat manufacturing industry is preferred. A Bachelor's degree with significant experience leading customer service functions for industrial/manufacturing companies is also required. Proficiency in Microsoft Office applications, specifically Outlook, Word, Excel, and PowerPoint, is essential. Dealer's Circle and Visual Software experience is beneficial.
The Manager of Warranty and Customer Service will lead the organization's customer service operations to ensure an outstanding experience for dealers and their customers. They will be responsible for directing and managing the customer service process, implementing continuous improvement initiatives, and ensuring a superior customer service experience. This includes approving all warranty requests, coordinating logistics, and using the ERP system to initiate warranty orders.
Main Objectives
* Implement 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.
* Develop and establish key performance indicators (KPIs) around order entry, complaints, and social media posts, delivered monthly.
* Work closely with cross-functional teams to create and manage a value stream from customer quoting to after-delivery support.
* Act as a liaison between internal stakeholders and customers to drive business growth and improve customer satisfaction.
Requirements
A minimum of three years of experience in the boat manufacturing industry is preferred. A Bachelor's degree with significant experience leading customer service functions for industrial/manufacturing companies is also required. Proficiency in Microsoft Office applications, specifically Outlook, Word, Excel, and PowerPoint, is essential. Dealer's Circle and Visual Software experience is beneficial.
