Customer Service Manager

About us
We design, engineer, and market in-home secure storage products in the USA, Canada, and internationally. Since 2014, we have been the fastest-growing marketer of gun safes, home and office safes, quick access vaults, and steel cabinets in the USA and Canada. We hold the #1 market share position for in-home secure storage in these regions. Our brands include Sports Afield, Remington, Sanctuary, Primos, private label, and house brands. Our customers are major mass volume retailers, warehouse clubs, home centers, sporting goods retailers, buying groups, independent retailers, and online retailers. We are committed to expanding beyond our current product category into sporting goods and hardware products.
Position Summary
We seek a Customer Service Manager to lead and grow our Customer Service team, ensuring world-class customer experience as we expand product categories and customer base. This role is based in Rolling Meadows, IL.
Essential Duties and Responsibilities
• Lead, coach, and develop Customer Service Representatives and Parts & Shipping staff, fostering accountability, teamwork, and customer focus.
• Oversee case management, staff scheduling, and workload distribution to maintain high service levels.
• Implement and optimize tools/workflows like Salesforce case flows and Dialpad phone system for efficiency and accurate reporting.
• Manage Parts and Shipping functions including order processing, fulfillment, carrier coordination, inventory, backorders, expedited/warranty shipments, and exception management ensuring accuracy, timeliness, cost control, and cross-functional accountability.
• Lead large-scale process improvements such as the Salesforce SOW project to enhance order accuracy, shipping coordination, and customer outcomes.
• Develop, update, and enforce accurate SOPs, troubleshooting guides, and training materials.
• Monitor performance metrics including call handling, case resolution, and CSAT scores.
• Generate and present regular per...