Customer Service Manager
Location: Bowling Green, OH
Reports To: Director of Sales
Overview:
The Customer Service Manager will oversee all customer service operations, ensuring a responsive, professional, and solution-oriented experience for our customers, sales representatives, and partners. This role will also play a key part in maintaining product data accuracy and supporting the sales team with technical and administrative needs.
Key Responsibilities:
- Oversee day-to-day customer service operations, including phone and email communication.
- Ensure prompt, professional handling of all customer inquiries, orders, and issues.
- Help to develop, document, and enforce customer service policies, procedures, and standards.
- Serve as a primary resource for sales representatives, providing:
- Sales order entry and support
- Technical assistance and troubleshooting
- Resolution of product-related issues
- Test products to replicate and report customer issues to management for resolution.
- Create and maintain accurate product data, including UPCs, model numbers, and descriptions.
- Conduct ongoing competitive analysis related to new products, pricing, and market positioning.
- Assist with “Available-to-Sell” and sales reporting to support forecasting and inventory management.
Qualifications:
- 3+ years of customer service or account management experience (preferably in consumer electronics, optics, or outdoor products).
- Strong organizational and communication skills, both written and verbal.
- Proficiency with ERP/CRM systems and Microsoft Office or Google Workspace.
- Detail-oriented with strong problem-solving and analytical abilities.
- Ability to thrive in a fast-paced, team-oriented environment.
Preferred Skills:
- Experience with product testing or technical troubleshooting.
- Familiarity with sales reporting and data analysis.
- Background in the outdoor, shooting sports, or optics industry.
