We are an American company based in the heart of the Midwest, where the seasons shape the products we build. We live the outdoor rural lifestyle and we use our products. We design our products to be the best, and we also feature world class customer service. We have been making innovative outdoor products since 1960.
The purpose of this position is to manage the Customer Service and Warranty department. The Customer Service team is the front line of customer communication and must be managed by a logical and patient manager. We are seeking an analytical thinker who has a desire to develop and execute new processes.
Duties and Responsibilities:
-Conduct technical customer service training meetings
-Keep Customer Service informed of changes in product through communication with product line managers
-Oversee the Customer Service staff and day to day operations
-Oversee the Warranty Staff and day to day operations
-Issue RMA's for retailers and setup return shipping with freight companies
-Setup new service centers and explain warranty procedures
-Maintain all service agreements and documentation for warranty
-Work with retail buyers and sales reps. to resolve product issues
-Handle all difficult customer calls and walk in customers that a CSR is not able to assist
-Work closely with the product line managers and engineers to inform them what is being seen in the field with products
-Monitor the phone activity of the staff using Queue Metrics software
-Pull reports to measure the efficiency and effectiveness of the department
-Identify areas of opportunity and drive the changes needed upstream
-College degree in relevant field or a minimum of 4 years Customer Service management experience
-Proficient in Microsoft Office tools including Excel, Word, and Outlook
-Strong communication skills
-Ability to travel as needed (1-2 days per month)
Knowledge of small engines, outdoor power equipment, and sporting goods is an advantage.
Ardisam, Inc. is a successful, energetic, customer-driven organization that offers competitive wages, health insurance, dental/vision reimbursement, flexible spending, long-term disability, group term life insurance, PTO, holiday pay, and 401(k).
Ardisam, Inc. is an Equal Opportunity Employer.
Ardisam, Inc. is a Substance Free Workplace and requires pre-employment drug screens.
To Apply: Please email cover letter and resume to Jen Goodlet, Human Resources (firstname.lastname@example.org)