Tuesday, April 21, 2015

Lyman Products Seeks Customer Service Manager

Maintain customer satisfaction by providing problem-solving resources and managing staff

Key Areas of Responsibility:

·Accomplishes department management objectives by recruiting, training, coaching, counseling, and disciplining employees; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.

·Achieves customer service objectives by contributing customer service information and recommendations to strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality, and customer-service standards; resolving problems; identifying customer service trends; determining system improvements; implementing change.

·Determines customer service requirements by maintaining contact with customers; conducting surveys; benchmarking best practices; analyzing information.

·Improves customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes.

·Support team by being "go-to" person for questions/problems, & escalated calls
·Manages order processing & repair/returns procedures
·Conduct regular staff meetings & customer service meetings
·Plan, prioritize and delegate work tasks to ensure proper functioning of the department
·Review customer complaints
·Active communication with the National Sales Manager & other team members

Job Requirements

·4 year degree preferred but not required
·Strong communication skills
·Customer focused
·Minimum of 5 years of experience in customer service management
·Strong problem solving & analytical skills
·Results driven
·Proficient computer skills (MS Office)
·Strong leadership skills
·Strong decision making skills
·Customer service experience in shooting sports industry preferred but not required
·Previous experience with an ERP integration is preferred but not required

Medical, Dental, Life Insurance, Disability and 401K Incentive Savings Plan.

Please send resumes and cover letter to Miles Herrick at mherrick@cshore.com

NOTE: This job description is not intended to be all-inclusive. Employee may perform other related duties as negotiated to meet the ongoing needs of the organization.


Liz Friedmann
Manager, Marketing Services
Lyman Products
860-632-2020 x334