Customer Service Manager

About us

We design, engineer, and market in-home secure storage products in the USA, Canada, and internationally. Since 2014, we have been the fastest-growing marketer of gun safes, home and office safes, quick access vaults, and steel cabinets in the USA and Canada. We hold the #1 market share position for in-home secure storage in these regions. Our brands include Sports Afield, Remington, Sanctuary, Primos, private label, and house brands. Our customers are major mass volume retailers, warehouse clubs, home centers, sporting goods retailers, buying groups, independent retailers, and online retailers. We are committed to expanding beyond our current product category into sporting goods and hardware products.

Position Summary

We seek a Customer Service Manager to lead and grow our Customer Service team, ensuring world-class customer experience as we expand product categories and customer base. This role is based in Rolling Meadows, IL.

Essential Duties and Responsibilities

• Lead, coach, and develop Customer Service Representatives and Parts & Shipping staff, fostering accountability, teamwork, and customer focus.

• Oversee case management, staff scheduling, and workload distribution to maintain high service levels.

• Implement and optimize tools/workflows like Salesforce case flows and Dialpad phone system for efficiency and accurate reporting.

• Manage Parts and Shipping functions including order processing, fulfillment, carrier coordination, inventory, backorders, expedited/warranty shipments, and exception management ensuring accuracy, timeliness, cost control, and cross-functional accountability.

• Lead large-scale process improvements such as the Salesforce SOW project to enhance order accuracy, shipping coordination, and customer outcomes.

• Develop, update, and enforce accurate SOPs, troubleshooting guides, and training materials.

• Monitor performance metrics including call handling, case resolution, and CSAT scores.

• Generate and present regular performance reports to the Executive Team highlighting key inquiries and customer trends.

• Collaborate with Product Development, Engineering, Sales, and Marketing to resolve issues, improve processes, and support growth.

• Lead training initiatives including onboarding, refresher sessions, and job shadowing to enhance staff knowledge and service quality.

• Support special projects such as recalls, new product launches, and inventory initiatives with timely, accurate customer communication.

• Collect and share customer feedback to improve products, processes, and service.

Knowledge, Skills, and Abilities

• Demonstrates collaborative mindset: "1 + 1 = 3"

• Outstanding collaboration across company and partners

• Engages with respect and professionalism

• Creative, energetic, and positive presence

• Effective leadership at all levels internally and externally

• Fact-based, tenacious problem solver

• Adaptable and fast at connecting dots

• Excellent organizational skills and attention to detail

• Strong business acumen

• Embraces and adapts to change

• Excellent verbal and written communication skills

• Proven ability to lead a customer service team fostering a positive, collaborative, performance-driven environment

• Strong project management skills with experience implementing new systems and workflows

Education & Experience

• Minimum 5 years managing in a Contact Center environment required

• Bachelor's degree in Business, Communications, or related field, or equivalent experience

• Proficiency with CRM and phone systems (Salesforce, Dialpad, or similar)

• Experience leading process improvements and cross-functional projects

• Strong analytical skills with ability to generate, interpret, and present data-driven reports

• Leadership style motivated by recognition, coaching, and inclusive decision-making

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