Customer Service Manager

General Summary

The Customer Service Manager is responsible for taking and processing Customer orders and ensuring Customer satisfaction. They also provide direct, daily leadership to the employees in their area focusing on core operational values. This includes the Shipping and Ammo Packaging departments, order processing, picking, packing, and shipping of all OEM, foreign and domestic orders. 

Principal Duties and Accountabilities (*Essential Functions)

Maintains effective customer relations and exceptional customer service.

Receives customer orders by phone, mail, internet, email, fax, or sales representatives.

Determines and/or verifies the required product, pricing, packaging, and delivery.

Effectively reviews and accepts or rejects Purchase Orders.

Works with Supply Chain Manager to provide timely and effective communication to Operations team to ensure we meet committed fulfillment dates.

Provides timely and effective communication to Customers regarding acceptance of orders, promised ship dates, terms and conditions, and subsequent changes.

Manages order-processing activities to ensure that customer product and warranty orders will be filled accurately and in a timely manner.

Arrange and prepare required licensing and shipping for export to various nations.

Responds to customer's inquiries or complaints regarding the organization's products or services.

Determines best method to resolve complex customer service problems to ensure customer satisfaction and adherence to organizational policies.

Coordinates information to resolve problems.

Informs customers of procedures or resolution of problem.

Follows up to ensure customer satisfaction.

Maintains and prepares reports regarding orders taken and products shipped.

Makes periodic calls to existing customers to determine satisfaction with the organization, products, or services.

Implements procedures and provides guidance to ensure that customer inquiries, orders, requests, and complaints are handled and processed in accordance with the organization's objectives.

Receipt and distribution of deliveries (UPS, FedEx, USPS, etc.)

Facilitate the company’s shipping of all other materials.

Promotes and fosters an environment of open communication while creating a culture of safety and continuous improvement.

Document team member’s performance and take corrective action if necessary

Develop, monitor, and control annual budget for departments under their responsibility

Ensure compliance with all Regulatory requirements needed in order to ship component bullets and ammunition

Educational, Skills, and Experience

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skills, and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Bachelor's degree and five years’ experience preferred.

Distribution and logistics management experience.

Working knowledge of transportation requirements and documentation for foreign and domestic shipments.

Previous supervisory experience with demonstrated ability to lead and work as part of a team.

Excellent interpersonal skills for working at all levels of the organization.

Effective utilization of Microsoft Office programs including Excel, Outlook, Word

Understanding of company accounting procedures related to placing orders, shipping, billing, and collections.

Strict attention to detail, highly organized and efficient.

Customer Focused. 

Ability to communicate professionally in written and verbal forms.

Ability to speak, read and write in the English language sufficient enough to perform the following:

Communicate effectively with other team members and supervision

Read and comprehend process instructions

Record pertinent process information as required

Possesses a thorough knowledge of the organization's policies, procedures, products, and services.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is occasionally exposed to outside weather.  The noise level in the work environment is usually moderate but is often loud in specified areas.  Hearing and eye protection is provided. 

Employee will be exposed to a bore cleaning agent with a strong ammonia odor. A respirator program exists for those who require it.

Safety Shoes meeting OSHA/ANSI Z-41 specifications are required for anyone working in the production department. Anyone working on the ammunition loading equipment or working in the Ballistic Lab are also required to have electrostatic dissipative (ESD) shoes.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Good hygiene and grooming habits, no exposed midriff’s, closed toed shoes required; must maintain a clean, professional appearance at all times

Ability to lift up to 40lbs.

Extended sitting, some standing and walking.

Visual acuity required for long periods of screen work.


Starting salary: DOE



Health, Dental, & Vision benefits available

Employer matches on 401(k) plan

Employer paid Life Insurance

Employee discounts on Barnes Bullets products and services

Applications need to be sent to or faxed to 435-856-1040. Resumes may also be submitted but will NOT be accepted without an application. Please send all correspondence to: Attn: Human Resources; with the job name. No Phone Calls Please.

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