Customer Service Manager at B&T USA, LLC

Herriman, Utah, United States -

Full Time

Start Date

Immediate

Expiry Date

23 Jul, 26

Salary

0.0

Posted On

24 Apr, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer service management, Team leadership, Problem-solving, Technical writing, Microsoft Office Suite, Ticketing systems, Zendesk, Firearms industry knowledge, Social media monitoring, Performance appraisals, Communication, Multi-tasking, Conflict resolution, Process improvement

Industry

Manufacturing

Description

Position Overview: B&T USA is seeking a Customer Service Manager to join our Service Team. The right candidate will thrive in a fast-paced work environment with the ability to multi-task while keeping the customer's satisfaction a priority. Must be a team player, have a positive attitude and great customer service skills. Essential Duties and Responsibilities * Manage & oversee Customer Service Department staff, communicate job expectations, and perform employee appraisals and reviews. * Answer customer questions, resolve problems, manage Customer Service Department workload, and maintain customer satisfaction by providing problem-solving resources. * Review social media platforms for potential customer service issues. * Resolve escalated customer service issues. * Assist in preparation of knowledge-based documents, such as summaries and responses to frequently asked questions. * Identify opportunities to update or improve Customer Service procedures and offer recommendations to Upper Management. * Participate in scheduled meetings to communicate key issues within the Customer Service Department. * Perform new essential duties as assigned. Required Education/Experience * High school diploma or GED required. * 2+ years of Customer Service management experience. * At least 1 year of related experience preferably customer support experience or experience as a client service representative * Previous experience in the firearms industry, preferably in a retail gun shop * Technical firearms expertise and knowledge of current firearms industry. * Technical writing, creative writing, or academic writing is preferred. * Bachelor’s degree in business administration or a related field is preferred. * Proficiency in Microsoft Office Suite. * Proficiency in PMS or Customer Service-related ticketing systems. (Knowledge of Zendesk system preferred) * Flexibility to adapt to changing priorities and organizational needs Physical Requirements Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of the position. * Required to lift up to 15lbs unassisted. * Regularly required to sit, stand, bend, reach and move about the facility. * Frequently required to stand; walk; reach with hands and arms; and stoop or crouch. Job Type FT – Salary On-site, Monday to Friday - May be required to work after-hours when needed to meet demands Benefits: * Company contributes 100% for employee HMO medical option. * Dental * Vision * 401(k) Retirement Savings Plan including a 4% matching contribution * Disability Plans * Company paid Life Insurance * Paid vacation and sick leave * Paid Holidays * Employee discounts on firearms, accessories, and other company related products B&T participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. All offers of employment at B&T are contingent upon clear results of a thorough drug and background check. B&T provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, nation origin, pregnancy, disability status, protected veteran status, genetic information, sexual orientation, gender identity or expression, marital status or any other characteristics protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including advertising, recruiting, interviewing, hiring, placement, accommodations, promotion, termination, job assignments, layoff, recall, transfer, discipline, leave of absence, compensation, and access to benefits and training. All employment decisions are based strictly on job-related qualifications and abilities. About B&T USA B&T USA, a Florida-based firearms, suppressor, and accessories manufacturer operating under license of B&T AG SWITZERLAND, which was founded in 1991 as a designer and manufacturer of the industry’s most advanced suppressors. Under the leadership of Karl Brügger, B&T AG has evolved into a world leader in the design, manufacture, and sale of the most technologically advanced, high-performance weapons systems in the world used globally by police, special forces, elite military units and private citizen consumers. B&T USA and all our employees are committed to conducting business with the highest ethical standards. We require all employees to comply with all applicable laws, regulations, rules, and regulatory orders. Our reputation for honesty, integrity and high ethics is as important to us as our reputation for creating innovative solutions.

Responsibilities

The Customer Service Manager will oversee department staff, manage workloads, and ensure high levels of customer satisfaction. They are also responsible for resolving escalated issues, updating service procedures, and preparing knowledge-based documentation.