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. AND 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.