Job Description

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.

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