Summary: 

The Customer Service Manager for Randy's Worldwide will oversee the customer service department, ensuring the highest level of service and satisfaction for our customers. This role requires a deep understanding of the automotive and off-road vehicle industry, excellent communication skills, and the ability to manage and inspire a team. The ideal candidate will be passionate about off-road vehicles and have a proven track record in customer service management.

Essential Duties & Responsibilities:

Team Leadership and Development:

• Lead, mentor, and develop the customer service team to deliver exceptional service.
• Conduct regular training sessions to ensure the team is knowledgeable about our products and industry trends.
• Set performance goals and monitor team performance, providing feedback and coaching as needed.
• Address and resolve conflicts within the team promptly and effectively, promoting a positive and collaborative work environment.

Customer Interaction:

• Handle complex customer inquiries and resolve issues in a timely and efficient manner.
• Develop and maintain strong relationships with key customers, ensuring their needs are met.
• Monitor customer feedback and work with the team to improve service delivery.

Process Improvement:

• Identify opportunities to improve customer service processes and implement changes.
• Develop and maintain customer service policies and procedures.
• Use customer service metrics to track performance and identify areas for improvement.
• Prepare and present regular reports on customer service performance, including key metrics such as response times, resolution rates, customer satisfaction scores, and other relevant KPIs.
• Analyze data to identify trends and areas for improvement, providing actionable insights to the team and management.
• Implement and monitor tracking systems to ensure accurate measurement of customer service activities and outcomes.

Product Knowledge:

• Maintain a deep understanding of Randy's Worldwide breath of products and their applications.
• Ensure the customer service team is well-informed about new products and updates.

Cross-Department Collaboration:

• Work closely with sales, marketing, purchasing and warehouse teams to ensure a seamless customer experience.
• Provide customer feedback to relevant departments to inform of any product issues or process gaps. 

Preferred Education and Experience:

• Bachelor’s degree in Business Administration, Management, or a related field.
• Minimum of 5 years of experience in customer service management, preferably in the automotive or off-road vehicle industry.
• Strong leadership and team management skills.
• Excellent communication and interpersonal skills.
• Ability to handle challenging customer situations with tact and professionalism.
• Proficiency in customer service software and CRM systems.
• Passion for off-road vehicles and a strong understanding of the automotive aftermarket industry.

Desired Knowledge and Skills:

• Some knowledge of automotive drivetrain and suspension systems. 
• Understanding of the off-road vehicle market and customer base.
• Familiarity with the latest trends and innovations in the automotive industry.
• Ability to analyze customer feedback and generate actionable insights.
• Experience in process improvement and implementing customer service best practices.
• Strong problem-solving and decision-making abilities.

Personal Attributes:

• Customer-focused mindset with a commitment to delivering high-quality service.
• Strong leadership qualities with the ability to motivate and inspire a team.
• Excellent organizational and time-management skills.
• High level of adaptability and flexibility in a fast-paced environment.
• Strong work ethic and a proactive approach to problem-solving.
• Positive attitude and a passion for off-road vehicles and automotive performance.
• Ability to work well with other departments with excellent communication skills.