The overall objective of the department in which this position works is:

Effectively manage all aspects of Maui Jim’s Repair process. To develop and promote opportunities which exceed all customer expectations.

The major function of this position is:

To lead the Repair department in providing a customer service experience to our accounts and consumers that exceeds all service levels and customer expectations.

Shift Hours: Monday through Friday (9:00 AM to 5:30 PM)

In order of importance, the principle responsibilities and duties of this position are:

• The leadership and development of Maui Jim customer service standards and practices to ensure an outstanding customer experience. Always seeking to better service our customers. Identifying and maintaining standards, productivity and production. Contributing information and analysis to Repairs department strategic plans and reviews.

• Leading and developing a Repair team that is passionate about Maui Jim. Accomplishes Customer Care human resource objectives through recruiting, interviewing, selection, orienting, on-boarding, coaching, counseling and disciplining employees. Communicates job expectations, planning, monitoring, performance appraisals, and enforcing policies and procedures.

• Maintaining and improving Repair operations by monitoring performance, resolving problems, managing system and process improvements.

• Develop leaders for the department by identifying high potential performers and assessing their leadership traits, helping to develop through the levels program and through promotion. In particular, working to develop supervisors to be ready to be managers and leads to be ready to be supervisors.

• Overseeing and managing the department’s systems setup to meet all Maui Jim service requirements. Works with Director of Customer Care Operations to manage staffing, reporting, and the department metrics & KPIs.

• Maintaining professional and technical knowledge by tracking emerging trends, attend educational workshops, and benchmark state-of-the-art practices.

• Channel development – developing team members to work with our customers via any future communication channels to correspond consistently, creatively, accurately and timely. Develops communication skill sets internally to handle all forms of communication in a manner consistent with Maui Jim standards.

• SAP and Order management – overseeing issues in order delays, back-order and processing issues. Proactively works with IT for long-term solutions to resolve issues. Build strong intradepartmental relationships to ensure Repair needs are effectively executed.

• Inventory management – manage repairs parts inventory, collaborating with Purchasing and the Internal Parts Fulfillment team to ensure appropriate levels of stock and manage inventory discrepancies according to Maui Jim standards.

• Participate in annual budgetary planning and forecasting activities to assist in building Repair budgets.

• Other responsibilities, as requested and required.

Desired Skills & Qualifications:

As a guide, indicated below is the preferred education and experience for this position:

• Bachelor’s degree in business administration or related specific field

• Hands-on repair experience is a benefit in this role

• 5 – 7 years customer service experience in a progressive customer service management and leadership role.

• Understanding and working knowledge of all levels of customer care service levels.

• Knowledge of CISCO phone system and Zendesk, in an SAP environment, preferred.

• Ability to utilize a PC

• Ability to lift 30 pounds

• Strong leader

• Outstanding customer service skills and focus

• Problem solving skills

• Excellent verbal and written communication skills

• Ability to manage multiple tasks

• Experience with computer applications including Microsoft Excel and Word

• Strong business and organizational skills

• Ability to lead and service customers with Aloha

• Ability to sit or stand for long periods of time

• Strong interpersonal skills

• Strong team development