Customer Service Manager

Customer Service Manager

Location: Bowling Green, OH Reports To: Director of Sales

Overview:

The Customer Service Manager will oversee all customer service operations, ensuring a responsive, professional, and solution-oriented experience for our customers, sales representatives, and partners. This role will also play a key part in maintaining product data accuracy and supporting the sales team with technical and administrative needs.

Key Responsibilities:

- Oversee day-to-day customer service operations, including phone and email communication.

- Ensure prompt, professional handling of all customer inquiries, orders, and issues.

- Help to develop, document, and enforce customer service policies, procedures, and standards.

- Serve as a primary resource for sales representatives, providing:

- Sales order entry and support

- Technical assistance and troubleshooting

- Resolution of product-related issues

- Test products to replicate and report customer issues to management for resolution.

- Create and maintain accurate product data, including UPCs, model numbers, and descriptions.

- Conduct ongoing competitive analysis related to new products, pricing, and market positioning.

- Assist with “Available-to-Sell” and sales reporting to support forecasting and inventory management.

Qualifications:

- 3+ years of customer service or account management experience (preferably in consumer electronics, optics, or outdoor products).

- Strong organizational and communication skills, both written and verbal.

- Proficiency with ERP/CRM systems and Microsoft Office or Google Workspace.

- Detail-oriented with strong problem-solving and analytical abilities.

- Ability to thrive in a fast-paced, team-oriented environment.

Preferred Skills:

- Experience with product testing or technical troubleshooting.

- Familiarity with sales reporting and data analysis.

- Background in the outdoor, shooting sports, or optics industry.