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Job description
Job Title
Essential Duties and Responsibilities
Supports all department activities to facilitate flow of communication and efficient use of shared resources, ensuring Customer Care objectives are met
Accomplishes the department's human resource objectives by recruiting, selecting, orienting, training, assigning, scheduling, coaching, counseling, and disciplining employees
Ensures solid communication with customers by phone, video, email, and face to face
Improves efficiency, effectiveness and quality by evaluating and re-designing processes; establishing and communicating service metrics; analyzing results; implementing changes
Reviews internal data to support tactical and strategic decisions
Handles disruptions to customer satisfaction, such as missed ship dates, shortages, defective materials, and general escalations. Provides feedback to the Customer Care Manager and other company leadership regarding service failures or customer concerns
Keeps accurate records of discussions or correspondence with customers
Works closely with other departments and managers in the organization
Develops and document SOP's for all functions customer care related
Manages calls through call center software like 3CX
Completes other special projects as directed and outlined by Customer Care Manager or other management staff
The position requires having or developing thorough knowledge of products, services and solutions that fall under the SRP brand or are manufactured at our Carrollton Fulfillment Center for other brands. Strong team leadership, organizational skills and sense of urgency are crucial for customer satisfaction. Proven track record of success in customer service management is desired. Applicant should have proficiency in Microsoft Office applications such as Word, Excel, PowerPoint and Outlook. Experience and proficiency in our ERP, NetSuite, is a plus. This position will require up to 10% travel.
Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
Education and/or Experience
5+ years of customer service management preferred
Specific industry experience or knowledge in recreational products preferred.
Previous leadership role demonstrates ability to lead people and achieve team objectives
Experience within a manufacturing environment is a plus
Required Skills and Abilities
Strong time and project management skills
Strategic and tactical thinker
Above average communicator with presentation skills
Strength in problem solving and follow-up / follow-through
Ability to train and contribute to employee development
Strong customer orientation
Highly proficient computer skills (Word, Excel, PowerPoint)
Ability to work well with others
Self-motivated
Highly organized
Strong Attention to detail
Ability & willingness to travel on occasion
Work Environment and Physical Requirement
This position works in a standard office environment containing furniture and equipment needed to conduct common business activities. These items include desks, chairs, cubicle walls, phone systems and cords, fax machines, copiers, conference room tables, computer systems, and filing cabinets.
This position may on occasion be in a plant environment where proper PPE will be required while performing tasks and duties. The position requires walking and standing for prolonged periods. As part of the regular duties of the job, this position requires the use of hands and fingers to handle, feel objects, tools, or controls; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl; and talk or hear. This position regularly lifts and/or moves up to 25 pounds to shoulder height and occasionally lifts and/or moves up to 50 pounds with help.
Travel
This position will require up to 10% travel.
Computer Skills
Proficiency in all Microsoft Office applications including Word, Excel, PowerPoint, and Outlook.
Requires high proficiency are NetSuite and 3CX Software.
Training Requirements
General Safety, HAZCOM, Lock out – Tag out, Quality System Awareness, NetSuite.
Supervisory Responsibilities
Assists Customer Care Manager in supervising 15–20 person in-house team
Perks & Benefits
401k with 4% matching, Fully Vested
Paid Vacation/PTO/Sick
11 Paid Holidays
PlayCore and SRP are Equal Opportunity/Affirmative Action employer(s). All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected veteran status.
Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.
Worksite address
carrollton, GA, 30112, US
Who can apply
Review the original listing for work authorization, qualifications and employer requirements.