Cobalt Customer Service Manager

Position

Cobalt Customer Service Manager

Company: Cobalt Boats

Location: Either Lenoir City, TN or Neodesha, KS – travel between plants required.

Reports To: President

FLSA Status: Salary

The Manager of Customer Service & Warranty is responsible for ensuring the effective operation of Customer Service, Warranty, and Service Parts fulfillment. The role includes developing and implementing strategy, best practices, and training systems, ensuring a fair and equitable service experience for dealers and consumers, and leading the team.

• Recruit, select, orient, train, assign, schedule, coach, counsel, and discipline employees; communicate job expectations; plan, monitor, appraise, and review contributions; manage compensation and enforce policies.
• Support strategic and tactical plans; implement productivity, quality, and customer‑service, warranty, and parts ordering/fulfillment standards; resolve problems; identify service trends; determine system improvements; implement change.
• Maintain contact with customers; interact with operations; manage surveys; benchmark best practices; analyze information and applications.
• Study, evaluate, and redesign processes; establish and communicate metrics; monitor and analyze results; implement changes to improve service quality.
• Disseminate advisories, warnings, and notifications to dealers and consumers.
• Update job knowledge through operational activities, research, and product utilization.
• Meet parts fulfillment objectives by forecasting requirements, scheduling expenditures, analyzing variances, and initiating corrective actions.
• Interact with vendors to ensure consistent policies and effective resolution of issues affecting mutual customers.

Education: Bachelor’s degree from a four‑year college or university.

Experience: Minimum five years of senior‑level leadership and management experience in a related field.

Other

Qualifications:

• Good working knowledge of boat manufacturing and repair or a similar industry.
• Senior‑level customer service experience with emphasis on process improvement, decision making, staffing, budgeting, strategy, and excellence.
• Demonstrated leadership skills and the ability to lead people to achieve desired results.
• Strong planning and organizational skills for managing multiple priorities.
• Experience in customer service systems development and deployment.
• Problem analysis and resolution at functional, tactical, and strategic levels.
• Employee training and development experience.
• Strong customer orientation, excellent interpersonal and communication skills, and commitment to company values.
• Computer proficiency and negotiation skills.
• Broad knowledge of boating and boat manufacturing; marine/boating‑related experience highly desired.

Language Skills

• Read, analyze, and interpret complex documents; respond effectively to sensitive inquiries or complaints; write speeches and articles using innovative techniques; deliver persuasive presentations to senior management and other audiences.

Mathematical Skills

• Perform arithmetic operations, calculate rates, ratios, and percentages, and interpret bar graphs.

Reasoning Ability

• Define and solve practical problems, collect data, draw valid conclusions, and handle situations with limited standardization.

• Sitting: 7 hours;
  Standing: 1 hour;
  Walking: 1 hour;
  Driving: 1 hour.
• Maximum lift: 50 lbs;
  Frequent lift: 10 lbs;
  Occasional lift: 50 lbs.
• Repetitive hand activities: simple grasping, pushing/pulling, fine manipulation (right‑hand predominant).
• No repetitive foot activities.
• Occasional bending, squatting, climbing, kneeling, and reaching above shoulder.

• Office environment with occasional manufacturing exposure (~10%).
• Work shifts vary; extra time may be required.
• Exposure to variable temperatures and moving machinery.
• Safety glasses and closed‑toe shoes required on the production floor.

• Teamwork:
  Supports team success, gives and welcomes feedback.
• Motivation:
  Strives for excellence and self‑improvement.
• Quality:
  Ensures accuracy, applies feedback, monitors quality.
• Attendance/Punctuality:
  Consistently on time.
• Dependability:
  Works independently and reliably.

#Cobalt Boats