At American Outdoor Brands, we are proud to offer some of the most popular names in the shooting, hunting, and rugged outdoor enthusiast markets!

We are dedicated to creating, growing, and preserving strong consumer brands that deliver innovative and high-quality products. Our efforts focus on meeting the needs of consumers who have a passion for the adventure, freedom, and personal inspiration offered by embracing the great outdoors. We have successfully grown from a single firearms operating division founded in 1852 under the iconic Smith & Wesson brand to four operating divisions today.

With more than 18 highly respected consumer brands -- and growing -- we are well positioned to serve the large outdoor lifestyle products market opportunity. American Outdoor Brands Corporation represents our enhanced strategic direction, our broad range of product offerings, and our plan to continue building upon our portfolio of strong American brands. American Outdoor Brands Corporation serves as the holding company for the historic Smith & Wesson Corp., Battenfeld Technologies, Inc., and Crimson Trace Corporation, which represent our firearms, manufacturing services, accessories, and electro-optics divisions.

We have only just begun our journey toward achieving our vision of being the leading provider of high-quality products for the shooting, hunting, and rugged outdoor enthusiast. This large and growing market is populated by active lifestyle consumers who pursue their activities with passion and seek out brands they can trust. With a track record of creating, preserving, and acquiring respected brands, we remain committed to our future growth -- focusing on brands that best support the needs and lifestyle of our valued customers.

American Outdoor Brands (and its affiliates) is an equal opportunity employer, and considers for employment and hires qualified candidates without regard to race, religion, color, sex, sexual orientation, pregnancy, gender identity, age, national origin, ancestry, veteran status, military service, application for military service, physical or mental disability, genetic information or any other status protected by applicable state or local law. Candidates must possess proper authorization to work in the United States and, where applicable, to possess technical data as defined in the International Traffic In Arms Regulations (ITAR) 22 CFR 120.10.

The Customer Service Manager is responsible for leading a world-class Customer Service team by developing, challenging and managing the delivery of consumer and trade service for the organization. Responsibilities include managing all aspects of the Customer Service Center (personnel, technical, and strategic), account support, consumer support, sales representative support, sales order entry and allocation, returns, development and implementation of sales call campaigns, and driving direct sales.

ESSENTIAL FUNCTIONS

Customer Service -- Consumer Focused

• Recruit, develop and retain a passionate and experienced CS team who can maintain and expand the company's "Raving Fan" customer service philosophy
• Provide direct reports with guidance, leadership, tools and authority to ensure customer satisfaction through effective communication, problem solving, professional phone etiquette and efficient processes.
• Engineer and implement a comprehensive onboarding process for new team members, providing a foundation for future development
• Responsible for the effective implementation of customer service new-hire training and customer service continued education as it pertains to systems, products, and processes.
• Identify and encourage continued education, training, and professional growth for CS team
• Report metrics to Director of Marketing (i.e. call volumes, email traffic, warranties, Direct Sales, returns, catalog requests)
• Identify, assess, and lead the evolution of CS related technologies
• Promote and drive Customer Relationship Management (CRM) platform
• Identify product and process improvements using Voice of the Customer (VOC) and CS survey data.
• Represent the "VOC" to the Executive Team, influencing company-wide culture of customer and account success
• Manage customer service's vendor's performance and effectiveness. Make recommendations for improvements as required. Assist in the implementation, communication and training of third party solutions.
• Manage team that provides timely order entry for parts, finished goods, and catalogs.

Customer Service -- Account Focused

• Support channel growth through regional sales manager support and outbound call campaigns
• Collaborate cross functionally in support of customer service, sales, marketing and NPI initiatives
• Assign and oversee the daily activities and priorities of customer service representatives, ensuring maximum coverage and occupancy within the department.
• Fields escalated customer and consumer interactions as required.
• Manage team that provides timely order entry support for distribution, EDI, online, and key accounts

Direct Sales

• Develop and manage the consumer direct forecast, providing timely and accurate reporting on related sales activities
• Collaborate with Marketing to develop and promote new product bundles, consumer loyalty programs, and consumer related communications and promotions
• Drive consumer focused activities to increase direct sales conversion and revenue

KNOWLEDGE, SKILLS AND ABILITIES

• BA in Business or related field, or, combination education and related experience
• Minimum of 7+ years' experience leading a Customer Service department
• Experience with inside sales is highly desired
• Ability to manage influence through persuasion, negotiation, and consensus building
• Enthusiastic and creative leader with the ability to inspire others
• Strong empathy for customers AND passion for revenue and growth
• Deep understanding of value drivers in recurring revenue business models
• Proficient in Microsoft Office, CRM (or similar product), and Sage/MAS 200
• Analytical and process-oriented mindset
• Demonstrated desire for continuous learning and improvement
• Excellent communication and presentation skills

Work Environment:

• General office and manufacturing environment.
• Subject to fluctuating temperatures and noise.
• Able to work in a fast paced environment; under pressure and within project deadlines.
• Job may require occasional exposure to dust, fumes, and the inherent dangers of a shooting range environment
• Ability to lift up to 30 pounds on occasion

The above cited duties and responsibilities describe the general nature and level of work performed by people assigned to the job. They are not intended to be an exhaustive list of all the duties and responsibilities that an incumbent may be expected or asked to perform.

Benefits include competitive medical, dental, and vision coverage for employee and qualifying dependents as well as 401(k) with company match, Profit Sharing plan, Employee Stock Purchase Plan, product discounts, and generous paid time off.

Link to apply:

https://recruiting.adp.com/srccar/public/RTI.home?c=1055241&d=External&r=5000380722206&_fromPublish=true#/