Customer Service Manager

Traditions Performance Firearms is looking for a Customer Service Manager to join their team! The ideal candidate is responsible for leading a team of trained product experts and overseeing the customer service and warranty department.

Responsibilities:

• Resolve customer conflicts and handle escalation procedures
• Oversee the day to day operations of the Customer Service and the Warranty Department.
• Train and develop your team to ensure excellent customer service.
• Assist in setting and monitoring performance standards and quality.
• Oversee and conduct quality control inspections, maintain reports.
• Provide leadership and coaching to assure that all employees succeed in meeting individual performance goals as well as career growth
• Review and make recommendations for improving productivity and efficiency.
• Partner with other departments to ensure customer needs are met.
• Resolve customer conflicts and handle escalation procedures
• Assist in heavy seasonal customer service calls and emails. Some overtime may be required.
• Maintain solid customer and inner office relationships by handling questions and concerns with speed, efficiency, and professionalism.
• Establish efficient and balanced work flows that maximize efficiency and produce high levels of service quality and customer satisfaction.
• Ensure all SOPs are followed and all procedures kept current.
• Assist in RMA returns and testing of firearms.
• Assist customers in the retail store.
• Some traveling may be required to assist with Trade Shows.

Qualifications:

• Bachelor's degree preferred or 5+ years customer service experience
• 1 year of managerial experience required
• Exceptional time management and organizational skills
• Excellent written and verbal communication skills
• Proficiency in Microsoft Office suite (Outlook, Excel, Word, PowerPoint, etc.)
• Possess good leadership qualities and a proven ability to gain the confidence of the team to achieve and exceed company expectations
• Previous knowledge of Sage Software (MAS) is a plus for the position
• Must be familiar with firearms and have successfully completed a firearms safety training course

Benefits:

• Competitive Salary/Compensation, Commensurate with Experience
• Medical & Dental Benefits
• Paid Vacations & Holidays
• 401K Plus Company Match

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We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

This position is based in Old Saybrook, Connecticut and is a full time position. Telecommuting not available.

We look forward to receiving your application!