Mayfly Outdoors

 

UPDATES: Hiring for 2025!

 

Hiring:

 
 

Customer Service Manager


 

Mayfly Outdoors is an outdoor products company and Certified B® Corporation, founded in the Rocky Mountains. Our mission is to inspire adventure through innovative fly fishing equipment, with a commitment to excellence that has earned us numerous industry awards. We are committed to delivering exceptional service and quality products to our customers. We pride ourselves on our team culture, innovative solutions, and dedication to exceeding client expectations.

We are seeking an experienced Customer Service Manager to join our dynamic team. The Customer Service Manager oversees the success of business relationships with our clients. As the Customer Service Manager, the expectation is to build strong relationships with Mayfly Outdoors customers; with a focus on aligning customer experience initiatives with business objectives, you will build lasting relationships with internal teams and external partners.

Key Responsibilities are:

Team Management:

Lead and supervise customer service team, including training and addressing staffing needs. Partner with the Brand Managers to provide feedback and assessment for performance evaluations.

Customer Satisfaction:

Monitor customer feedback, identify areas for improvement, and implement changes to enhance the overall customer experience.

Policy Development:

Establish and enforce customer service policies and procedures to ensure consistent service delivery. Such as (but not limited to):

  • Return Policies

  • Warranty processes

  • Common Q&A pages

Performance Monitoring:

Track key performance metrics like customer satisfaction rates, first contact resolution, average handling time, and identify areas for improvement.

Complaint Resolution:

Effectively handle customer complaints and escalations, ensuring timely and satisfactory resolution.

Reporting and Analysis:

Generate reports on customer service performance, identifying trends and insights to inform strategic decisions.

Cross-functional Collaboration:

Work with other departments like sales, marketing, and operations to ensure seamless customer interactions Such as (but not limited to):

  • Collaborate with the marketing team to review and plan annual trade show attendance with marketing announcements.

  • Work with the shipping department to ensure end-of-month orders are completed and shipped on time.

  • Participate in annual trade shows and community events.

Collaborate with the Production and Warranty department to ensure completion and product demand is completed in a timely and in-demand manner.

**Qualifications:**

  • A minimum of 5 years experience in a similar role

  • Bachelor’s degree in marketing, business administration, or a relevant field is a plus

  • Fluent knowledge and ability to work with ERP systems, i.e., NetSuite. Infor, Acumatica Cloud, Etc.)

  • Leadership skills

  • Advanced skills with Microsoft Office Suite and Google platform

  • Excellent verbal and written communication skills

  • Excellent interpersonal and negotiation skills

  • Excellent organizational skills and attention to detail

  • Excellent time management skills with a proven ability to meet deadlines

  • Strong analytical and problem-solving skills

  • Ability to adapt to the needs of the organization

  • Ability to prioritize tasks and delegate them when appropriate

  • Capacity to manage various projects and work on tight deadlines

 

Additional Information About Mayfly Outdoors

Mayfly Outdoors is an outdoor products company and Certified B® Corporation, proudly rooted in the Rocky Mountains. Our mission is to inspire adventure through innovative fly-fishing equipment, with a commitment to excellence that has earned us numerous industry awards.