Customer Service Manager

RCI Off Road , headquartered in Loveland, Colorado, is a premier manufacturer of aftermarket truck and SUV accessories. We are deeply committed to our craft and take immense pride in engineering and manufacturing innovative solutions that exceed customer expectations. Every product we create is meticulously designed and rigorously tested to ensure its quality, durability, and performance. We are looking for a qualified Sales and CS Leader to join our dynamic team.

The purpose of the Sales and Customer Service Department is to provide best in class service that will support our customers. The Team Lead provides general support as needed, as they relate to order support, process support, training support, etc. As Customer Service Manager, you are responsible for ensuring that the Sales and CS Departments are delivering on KPI’s and revenue goals, helping in the contact center when needed to ensure that we can achieve our goals, fielding complaint escalations and assisting with training for new hires and ongoing training in the department.

Daily

Responsibilities:

• Serve as a team lead, ensuring we meet or beat service level goals and address any customer escalations.
• Preparing performance reports for leadership team, outlining results, wins and opportunities that could be addressed.
• Responsible for ensuring all agents are logged into phones and chat as scheduled.
• Responsible for daily/weekly creation of assigned tasks for agents and ensuring all agents are completing assigned tasks as scheduled Responsible for ensuring order management activities are completed (i.e.
• Orders stuck in Netsuite, etc.) Support the Sales and Customer Service Team through effective problem solving, training, and balancing team interactions.
• This includes complaint resolution and general sales support.
• Set an example of leadership in your immediate and cross functional teams.
• Organize workflow to meet customer deadlines.
• Facilitate training for new hire agents and participate in ongoing developmental training.
• Identify and communicate any further training areas of opportunity for the team.
• Manage customer communications professionally, efficiently and with excellent communication skills.
• Attend to customer questions, complaints and concerns immediately, and facilitate a satisfactory resolution.