Customer Service Manager

Job Locations US-PA-New Cumberland
Posted Date 1 month ago(2/18/2020 9:17 AM)
Job ID
# of Openings
Customer Service/Support
Employee Type
FT - Regular Full-Time
Position Level


The Safariland Group is a leading global provider of a diverse range of safety and survivability products designed for the public safety, military, professional and outdoor markets. The Safariland Group offers a number of recognized brand names in these markets including Safariland®, Med-Eng®, ABA®, Second Chance®, VIEVU®, Mustang Survival®, Bianchi®, Break Free®, Protech® Tactical, Defense Technology®, Hatch®, Monadnock®, Identicator® and NIK®. The Safariland Group’s mission, “Together, We Save Lives”, is inherent in the lifesaving and protective products it delivers. The Safariland Group is headquartered in Jacksonville, Florida.

Atlantic Tactical, United Uniform, and Lawmen’s make up The Safariland Group’s retail and distribution business consisting of 11 retail locations ranging from the Carolina's through New York. Based on our tremendous growth we are adding to our Retail Team and have an exciting opportunity for an experienced Customer Service Manager to be based at our  New Cumberland, PA location.



Manage all Customer Service functions for assigned customer base. Responsible for ensuring that all customer requirements are handled and processed accurately and timely. Manage all Customer Service functions to ensure assigned customers are provided a world class, compelling customer service experience.



  • Plan, assign, and review the work of associates providing customer service support
  • Administer assigned Automatic Call Distributor queues and ensure personnel alignment to meet service levels
  • Manage the training, orientation, and continuing development of subordinate associates
  • Coach, counsel and mentor assigned personnel on work-related problems or questions
  • Responsible for workforce management of assigned associates
  • Develop and implement new and revised policies and procedures
  • Determine and assemble data, compose special reports, periodic correspondence or work related records to support sales or customer requests and/or requirements
  • Manage CRM program/ Salesforce
  • Answer inquiries for subordinates and customers concerning escalated issues
  • Develop and implement Continuous Improvement Program
  • Develop and implement Customer Satisfaction Program
  • Answer inquires for subordinates and customers concerning escalated issues
  • Analyze workload trends and staff appropriately to meet customer's expectations
  • Analyze call queue Key Performance Indicators (KPI) and initiate required corrective actions
  • Analyze Sale Order Life Cycle KPI's and initiate process improvement projects as required
  • Develop and implement an associate Continuous Education Program
  • Analyze bill-back and return KPI's and initiate corrective actions as determined
  • Initiate and coordinate system enhancement projects
  • Lead and/or participate in cross-functional teams and team projects
  • Use extensive experience and judgment to plan an accomplish goals
  • Manage expenses for assigned team
  • Use extensive experience and judgment to plan and accomplish goals
  • Other duties as assigned



  • Manages a team of approximately 8 (eight) to 20 associates
  • Responsible for the professional development, coaching, counseling, and training of assigned associates



  • Expert knowledge of ERP systems and processes
  • Salesforce CRM program knowledge
  • Intermediate knowledge on Microsoft Office Suite
  • Intermediate knowledge of law enforcement equipment and industry a plus
  • Excellent interpersonal skills
  • Excellent communication skills both verbal and written
  • Exceptional time management skills
  • Proven ability to multitask
  • Project management skills
  • Basic Automatic Call Distributor administration
  • Process improvement skills
  • Vendor managed inventory skills
  • Electronic B2B concepts and processes
  • Vendor compliance and customer satisfaction concepts
  • Enterprise cross-functional process knowledge
  • Basic contract development and administration
  • Forecast and demand planning
  • Customer Relationship Management (CRM) concepts


  • Minimum of three (3) years supervisory experience
  • Preferred previous call center management experience


  • Bachelor’s Degree in a business related discipline or 6 (six) years additional equivalent combination of work experience or education required



The Safariland Group believes in the benefits of a diverse workforce and is committed to equal opportunity and affirmative actions. We pride ourselves on hiring and developing the best people, without regard to age, sex, sexual orientation, gender identity, genetic characteristics, race, color, creed, religion, ethnicity, national origin, alienage, citizenship, disability, marital status, military status, pregnancy, or any other legally-recognized protected basis prohibited by applicable law.

For those applicants with disabilities, if you require reasonable accommodation in searching for a job opening or submitting an application, please contact us by calling 888-469-6455.

All employment decisions are solely based on the applicant's qualifications as they relate to the requirements of the position.


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