Manager of Customer Service

Job Description:

The Manager of Customer Service is responsible for leading and overseeing the customer service team to ensure exceptional support experiences for customers across all communication channels. This role develops service strategies, manages daily operations, drives performance improvements, and ensures customer satisfaction aligns with company standards and business objectives. This role is responsible for Trijicon and

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customer service operations. The Manager of Customer Service serves as a key liaison between customers and internal departments, helping resolve escalated issues while identifying opportunities to improve processes, products, and overall customer experience.

Job Responsibilities:

Oversee operations of Customer Service, Technical Services , Warranty and Repair departments. Lead, coach, and develop customer service representatives and supervisors Assess team and ensure customer satisfaction through training and communication. Establish performance expectations and monitor team productivity Responsible for counseling, and coaching team members, as necessary to enforce systems, policies, and procedures in coordination with Management and Human Resources. Prepare policies, procedures and work instructions in accordance with company policy. Prepare regular performance and customer satisfaction reports Analyze service trends, KPIs, and reporting metrics Implement technology and system improvements to enhance support efficiency Interprets and clarify policies and procedures for customers and staff. Ensuring that all quality and standard operating procedures are being followed. Establish and support a work environment of continuous improvement that supports the companies Quality policy, Quality Systems. In coordination with the Compliance department, ensure that FCPA, ITAR, EAR and other applicable laws are followed in the course of business. Provide status reports to management regarding department(s) performance Provide recommendations for increased performance Manage and oversee product returns, repairs, installations and associated concerns for customers. Ability to establish long term relationships with customers Ensure that customers receive the products that meet their needs. Perform other duties as required.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Requirements:

Bachelor's degree in Business Administration or equivalent experience. 5 years or more experience in Management or Supervision. Prior Leadership, Supervision in a Customer Service or Call Center environment Strong ethics, integrity and leadership qualities that inspire trust and confidence. Ability to champion Company Values, with a strong focus on our Customer value. Track record of motivating and developing a capable team. Strong interpersonal skills, with the ability to communicate and manage well at all levels of the Company. Excellent presentation and communication skills. Ability to prioritize and respond effectively to meet deadlines. Excellent detail and organizational skills. Strong problem solving skills. Computer proficiency in Microsoft Word, Excel, Outlook, proficiency in PowerPoint is a plus. Knowledge of ERP systems, SAP inventory systems knowledge a plus Knowledge of ISO9001

Language:

Ability to read and analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

Reasoning Ability:

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Individuals may need to sit or stand as needed. May require walking primarily on a level surface for periodic periods throughout the day. Reaching above shoulder heights, below the waist or Lifting as required to file documents or store materials throughout the workday. Proper lifting techniques required.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The performance of this position may occasionally require exposure to the manufacturing areas where under certain areas require the use of personal protective equipment such as safety glasses with side shields. For the most part ambient room temperatures, lighting and traditional office equipment as found in a typical office environment. Trijicon is an Equal Opportunity Employer. All qualified candidates will receive consideration for employment through fair hiring practices. We employ, train, compensate, promote, and provide other conditions of employment without regard to a person's race, color, religion, national origin, sex, sexual orientation, gender identity, age, disability, veteran status, citizenship, or other status protected by applicable state and Federal laws. For notice and applicant rights please follow this link www.eeoc.gov.