Consumer Care and Warranty Manager

Posted by Simms Fishing Products. on 02/21/2019

Job Basics

Industry Sector: Fishing

Job Categories: Customer Service

Company Type: Apparel/SoftGoods

State: MT

City: Bozeman

Country: United States

Required Experience: 3 - 5 years

Contact Name: Cheri Hollenbaugh

Contact Phone: 4069221246

Business Phone: 4065853557

Job Type: Full Time

Salary: $46-50,000/year

Required to Relocate: Yes

Required to Travel:

Employee May Telecommute: No

Job Seeker Must Live Within:

Job Description & Requirements

Simms Fishing Products is a leader in the fishing industry – driven to create growth and vitality in the community. We build trustworthy and angler-driven products. Our employees communicate openly, keep their commitments and inspire trust.   We build for the long haul with products that last and a brand that endures. Our employees are our most important catch.

 

To be a great fit at Simms, you must embrace the fishing culture and follow our practice to work like we fish – with purpose, passion & curiosity. Be prepared to share your latest fishing adventures.

 

Consumer Care and Warranty Manager

The Simms organization is growing and we’re looking to fill the Consumer Care and Warranty Manager position. This is a full-time, in-house position, based in Bozeman, Montana.

The Consumer Care and Warranty Manager’s mission will be to help Simms continue to provide a world class service experience for our customers, build a fantastic customer service and warranty team, and implement process improvements to make a positive difference in our organization.

This position is responsible for wide ranging duties from high level planning and analysis to supervision and training of the customer service and warranty team. The successful candidate will be highly motivated and self-directed, in addition to possessing the leadership skills needed to lead by example. This individual will possess exceptional teamwork and communication skills to collaborate with team members in sales, marketing, digital commerce, operations, finance and production. There should a great deal of time gathering and analyzing the customer data and feedback to establish sales and service performance. With the data, the manager can focus on addressing existing customer issues and/or implementing new processes for enhanced world class service.

Outcomes of this role include:

Ø Build and identify a successful team structure

Ø Develop and set individual/team performance expectations and goals

Ø Develop, direct and oversee all aspects of Simms customer service policies, objectives and initiatives

Ø Collaborate with digital commerce and marketing teams to maximize revenue and customer loyalty

Ø Develop and report out customer service metrics, key issues, concerns or critical feedback to Leadership along with proposing solutions

Ø Maintain in-depth working knowledge of Simms products, technologies and processes

Ø Cross-department collaboration to propose & implement programs/initiatives to improve customer service and business productivity

Successful candidates should possess:

Ø Bachelor's Degree

Ø 3+ years Customer Service and/or Call Center Management Experience

Ø Strong communication skills

Ø Analytical skills

Ø Problem-solving skills

Ø Ability to increase employee engagement

Ø Team building skills

Ø Process-driven attitude

Simms offers a competitive compensation and benefits package, including:  Medical, Dental & Vision Insurance, Health Savings Account, Flexible Spending Accounts, Life, Short-term & Long-term Disability Insurance, 401K Retirement Plan, Paid Holidays & Paid Time Off.

About Simms Fishing Products.

Simms is a leading manufacturer of high quality fishing apparel and outerwear, based in Bozeman, Montana.