Customer Service Manager

Job Description

Dometic is a global market leader in the mobile living industry. Millions of people around the world use Dometic products in outdoor, residential, and professional applications.

Our Marine organization is a trusted provider of innovative solutions for the worldwide boating and boat building industry, and we recently expanded our scope to lead the boating industry into an electrified future. Dometic has won numerous NMMA Innovation Awards over the years and we are always striving for new ways to make boating easier, safer, and more enjoyable.

We are a journey of continuous growth – now looking for our next star – a passionate Customer Service Manager. This position reports to General Manager and will work in Litchfield, Illinois office location.

About the position

As a Customer Service Manager in the Litchfield Leadership team, you will be involved in

this role is responsible for day-to-day management of Customer & Tech Service Department and developing and maintaining superior levels of quality customer service for internal and external customers, focusing on overall customer satisfaction.

Your main responsibilities

• Provide leadership to Domestic, OEM and International customer service teams.
• Build and maintain relationships with customers; improve overall customer experience and support the facilitation of overall sales growth
• Address further sales opportunities from key representatives and customers with management
• Work with management teams toward the achievement of monthly sales targets and KPI's
• Work with management and the team to develop new customer service procedures, policies and standards to improve the overall customer experience
• Keep accurate records and document customer service actions and discussions
• Analyze customer sales data and compile accurate reports utilizing PowerBI
• Learn and maintain an understanding of all current and newly released products and their applications
• Oversee the order process including order entry, administration, and shipping ensuring that orders are processed in accordance with department standards
• Ensure customer needs are fulfilled effectively by collaborating with internal departments
• Identify, present, and implement new customer service and planning technology enhancements
• Work on cross-functional improvement projects to become easier to do business with
• Maintain best in class customer sales order entry
• Create and execute customer centric planning initiatives to focus on increased service levels for customers; this may include customer stocking programs, customer S&OPs/forecasts, or open order management
• Create a culture and standard work for communicating to customers in a responsive, professional, and empathetic manner
• Act as primary contact for communication with customers or sales that have escalated issues to resolve
• Create a culture of accountability through metrics that increase team performance levels; including response, original promise date, order entry, and RMA metrics among others
• Create, coach, and develop team of planners and customer service reps
• Special Projects as required

What do we offer?

You are offered an interesting role in a dynamic, fast paced and global environment with great opportunities to grow and take on new challenges. The growth at Dometic is continuous – which gives you great possibilities to evolve with the company.

• Medical/Dental/Vision Insurance
• Employee Assistance Program (EAP)
• Disability insurance (STD/LTD)
• 401 (k) with company match
• PTO
• Company defined holidays and two floating holidays for you to use as you choose
• Paid maternity/paternity leave
• Tuition assistance
• Membership reimbursement (wholesale club and gym)
• Employee discounts on our incredible products
• Opportunities to make an impact