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Job Details

Customer Service Manager

Location
Springfield, MO, United States

Posted on
Feb 21, 2022

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Profile

POSITION SUMMARY:
Responsible for the overall management of the Customer Service function including customer/dealer communication and problem resolution, warranty costs, trend identification and internal/external communications, functioning as the key driver of total quality. In addition, responsible for parts and accessories sales as well as the development and maintenance of owners' manuals and the communication of technical bulletins.
POSITION RESPONSIBILITY:
1. Develops and implements a Corporate Customer Service Strategy and/or Policy which provides consistency between all locations.
2. Researches and accumulates the information required to analyze the various product lines, models and manufacturing facilities with regard to customer/dealer complaints, warranty costs and trends.
3. Develops warranty processes and procedures, authorizing all warranty payment to dealers.
4. Serves as primary liaison among sales, manufacturing and dealers with regard to customer service and warranty issues.
5. Responsible for parts and accessory sales including the development of a parts/accessories catalog which may be CD, internet or hard-copy accessible.
6. Resolves customer service/warranty issues with customers and dealers.
7. Oversees the development of owners' manuals for the various models and communicates technical bulletins regarding the models and components.
8. Provides functional direction to the plant Customer Service Representatives.
9. Institutes, measures and drives the customer service index program with the dealer body, ranking the dealers and offering positive feedback for improvement.
10. Performs other related duties as required.
Full Time Benefits Summary:
Enjoy discounts on retail merchandise, our restaurants, world-class resorts and conservation attractions!
Medical
Dental
Vision
Health Savings Account
Flexible Spending Account
Voluntary benefits
401k Retirement Savings
Paid holidays
Paid vacation
Paid sick time
Bass Pro Cares Fund
White River Marine Group
Category
First-Line Supervisors of Office and Administrative Support Workers
Job type
Full time
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