Supervisor, Consumer Service

Pure Fishing is a global leader in the fishing tackle industry, with a portfolio of iconic brands that includes Abu Garcia®, Berkley®, Fenwick®, Frabill®, PENN®, Pflueger®, Plano®, Savage Gear®, Shakespeare®, SpiderWire®, Ugly Stik®, and many more. The brands that came together to form Pure Fishing were founded by inventors and innovators responsible for many of the advancements in the fishing tackle industry that anglers worldwide benefit from today. Our team of industry-leading experts and our global network of operations and innovation hubs strive to find those next innovations and produce world-class products designed to delight our consumers, strengthen business for our customers, and build love for our brands globally.

But to us fishing is not just about business, it is about time shared with family and friends, for some the peace derived from time on the water or for others the thrill of the battle and satisfaction of the earned triumph, and for all that feeling you get with every catch. We are a passionate team hungry to win while dedicated to creating memorable experiences with our brands and products and helping anglers everywhere have more fun catching more fish. We want your next day on the water to be your best day on the water. At Pure Fishing we have high expectations for Execution, we strive to Empower our people every day, expect and encourage Authenticity.

Supervisor, Consumer Service

Supervises the Consumer Service representatives engaged in Consumer Service activities to accomplish the Mission of the Service organization and our customers.

What you will do:

• Coordinates consumer service activities within the framework of established customer service policies and procedures.
• Schedules and organizes personnel to accommodate workflow.
• Approves corrective actions to adjust consumer complaints.
• Develops, recommends, implements, and interprets consumer service procedures.
• Evaluates the ongoing effectiveness of customer service operations and systems by developing performance metrics to monitor the performance of the department and its employees in meeting the needs of the company and its consumers.
• Coordinates activities with other internal departments to meet consumer needs.
• Plans the overall operations of one or more areas or units and ensures achievement of goals and objectives either directly or through subordinate staff.
• Develops, coaches, and/or mentors subordinate staff.
• Has supervisory responsibility involving staffing, conducting performance reviews, salary adjustments, and terminations, takes disciplinary action as necessary. Schedules, approves overtime and approves time sheets of one or more areas
• Develops, interprets, and ensures the consistent application of organization policies.
• Establishes and controls budgets.
• Develops or approves recommendations to change systems, policies and procedures; ensures timely and accurate implementation.
• Establishes deadlines.
• Handles unusual or difficult inquiries/situations through direct personal action or refers to the appropriate individual.
• Develops the department and its personnel by using the continuous improvement process, education, and by keeping abreast of new developments and tools within the industry.
  
  
  

The ideal candidate will have:

• Bachelor's degree (B. A) in business management or a related discipline preferred
• A minimum of five years experience in sales management or customer service management as a supervisor or manager of Consumer Service Representatives.