What are the responsibilities and job description for the Customer Service Manager position at RAM Mounts?
Founded in 1995, National Products began supplying the world with our industry-leading RAM Mounting Systems. Relied on by the world’s most rugged industries, we serve motorcycle riders, kayak fishermen, police, farmers, pilots, extreme sports enthusiasts and others with mounting solutions for high vibration environments. We manufacture mounts for action cameras, tablets, phones, and other displays across nearly every mobile market. Made in the USA, we are proud to offer a lifetime warranty on most products.
Job Description
RAM Mounts is seeking an organized and problem solving customer service expert to lead a team of four in delivering a premium customer experience. As the leader of our customer service organization, this role will have the opportunity to plan, organize, direct, manage, and evaluate customer service activities. The best fit for this position will have strong experience leading and inspiring a customer service team towards excellence.
Duties and Responsibilities
- Provide phone and email customer support as well as support team with escalating service calls
- Develop and manage policies, procedures, and standards for common customer service inquiries
- Comply with and maintain knowledge of RAM Mounts best practices for returns, warranty fulfillment, and organizational messaging
- Ensure all customer service activities support and strengthen the strategic objectives of the overall organization
- Nurture strong relationships cross departmentally that align teams and help RAM Mounts deliver the best experience for the customer
- Develop and measure key performance indicators and provide regular reporting to leadership
- Maintain and cultivate advanced product, process, and organizational knowledge
- Provide customer service personnel with guidance in handling difficult or complex issues effectively and efficiently
- Interview, select, coach, train, manage, and appraise the performance of customer service staff
- Collaborate and communicate knowledge (customer insights, trends, etc.) across the business
- Identify opportunities to add value beyond problem resolution to relevant business areas
- Perform and direct day-to-day administrative tasks
- Allocate resources to resolve outstanding issues through customer service project management
- Identify areas where the service team can reinforce and improve upon escalation processes to reduce churn and maximize efficiencies
- Cultivate a winning culture measured by high retention and employee satisfaction
Job Requirements
- Exceptional active listening and communication skills
- Proficient in critical thinking, time management, and conflict resolution
- Proactive, with the ability to work well independently and as a team
- Professional, positive attitude with a strong propensity towards teamwork
- Strong organization and problem solving skills with the ability to manage and execute projects with independently
Qualifications
- 3 years of proven working experience as a customer service manager, retail manager or assistant manager
- Experience in providing customer service support utilizing best practices
- Excellent knowledge of management methods and techniques
- Working knowledge of customer service software, databases and tools
- Advanced trouble shooting and multi-tasking skills
Salary Range: $78,000 – 85,000 per year
Benefits:
- Employer paid Medical, Dental, Vision, and Life Insurance
- Three weeks of PTO (up to 4 weeks with tenure) with seven paid holidays
- 401k with up to 4% employer match
- Additional paid parental leave beyond state/federal offerings
- Quarterly catered lunch events for all employees
- RAM Mounts product discounts
Position Status: Full Time
Position Location: On-Site
NPI maintains a drug free workplace policy and conducts pre-employment testing in compliance with Washington SB 5123.
Salary : $78,000 - $85,000
