The Customer Service Manager leads and continuously improves the Customer Service function, with a strong focus on delivering an exceptional customer and dealer experience while driving operational efficiency, compliance, and cross-functional alignment. This role oversees a multi-function team and serves as a key partner across the organization to ensure customer service processes, systems, and communications effectively support both customer needs and company objectives.
Key Responsibilities
Customer Experience & Dealer Relations
• Lead customer, dealer, and technical support operations to deliver timely, accurate, and professional service.
• Build and maintain strong, collaborative relationships with dealer partners, serving as a trusted point of contact.
• Act as the primary escalation point for complex customer and dealer issues, applying effective problem-solving and conflict resolution strategies.
• Monitor customer satisfaction metrics and proactively implement improvement initiatives based on data, trends, and feedback.
Operations, Systems & Process Improvement
• Oversee all customer service functions, including parts sales, warranty claims, technical support, and coordination with the Warranty Repair Shop.
• Manage and optimize online warranty and parts systems to ensure data accuracy, usability, and process efficiency.
• Drive continuous improvement by streamlining, standardizing, and automating customer service processes to support scalability and consistency.
• Evaluate, recommend, and maintain customer service communication tools and support technologies.
Warranty, Compliance & Risk Management
• Administer warranty policies and ensure consistent, compliant application across the dealer network.
• Oversee and participate in the defense of warranty-related legal disputes and consumer protection matters.
• Ensure quarterly reporting of shipped boats to the National Insurance Crime Bureau (NICB).
• Maintain accurate service documentation and literature to support compliance, dealer education, and internal alignment.
Leadership, Training & Development
• Recruit, hire, onboard, train, and develop customer service team members as business needs evolve.
• Provide ongoing coaching, performance feedback, and development opportunities to build a high-performing, engaged team.
• Oversee dealer service training programs and the development of service-related training materials.
• Foster a culture of accountability, collaboration, and continuous improvement.
Reporting & Communication
• Own and report weekly KPIs and performance metrics to leadership, providing insight into trends and improvement opportunities.
• Develop and publish monthly service communications to the dealer network (e.g., Technical Tips).
• Create and manage monthly Gift Pack orders.
• Partner cross-functionally to align customer service initiatives with broader company goals.
Required Qualifications
• Proven experience leading customer service, customer experience, or support teams.
• Strong communication, relationship-management, and conflict resolution skills.
• Advanced proficiency in Microsoft Office, particularly Excel.
• Experience designing, implementing, or improving customer service systems and processes.
• Technically inclined, with the ability to understand and clearly communicate technical information.
Preferred Qualifications
• Experience in manufacturing, marine, automotive, or other technical service environments.
• Familiarity with warranty administration and dealer support models.
• Experience working with CRM, warranty, or ERP systems.
If interested, please send your resume to [email protected]
Back to Job Listings