Careers at The Colony
Company: The Colony Sports Group
Location: Colorado Springs, CO (cannot work remotely)
Position Title: Customer Service Manager
Employment Type: Full-time
Company Description:
The Colony Sports Group was launched in 1993 with the goal of providing a wide variety of board sports equipment and gear for all. Our product designers are riders who understand first-hand where it's okay to save money, but more importantly where it's not. As a result, we offer high quality boards and gear at affordable prices. Our brands include MBS Mountainboards, Atom Longboards, Deville Skateboards, Royal Scooters, Navigator Trucks, Hillbilly Protective Gear, and MBS Promo Boards.
Role Objective:
The Colony Sports Group has garnished a reputation for being an industry leader when it comes to providing top-notch customer service. We are seeking an ambitious, organized self-starter to represent CSG as our Customer Service Manager (CSM) in a full-time role. The CSM is expected to provide phenomenal customer service to all riders and retail dealers across all seven of our brands in a fast-paced, office environment. An ideal candidate should be adept at communicating via email and phone, highly organized and able to prioritize multiple tasks simultaneously, and proactive when tackling customer inquiries. The CSM serves as the “voice” for all our brands and is expected to exhibit sound judgment when resolving issues with internal and external customers.
Minimum Qualifications:
Bachelor’s degree or 1+ years of relevant work experience required.
Willing to commute or relocate to Colorado Springs, CO area.
Must be 21 years of age, possess a valid driver’s license, and have a clean driving record.
Able to consistently report for work during normal hours and nights/weekends when necessary.
Proficient in Microsoft Office, specifically Excel, Outlook, and Word.
Excellent written and verbal communication skills.
Ability to lift items weighing up to 40 pounds regularly.
Preferred Qualifications:
Experience working in outdoor or action sports industries.
1+ years of customer service experience in retail/online sales.
Technical knowledge of electrical components (batteries, motors, and circuits) preferred, but not required.
Highly self-motivated with the ability to set priorities, coordinate multiple tasks simultaneously, and be attentive to details in a fast-paced environment.
Strong critical thinker who uses logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.
Role Responsibilities:
Customer Service (80%) –
Answer office phone calls – general questions, phone orders, troubleshooting calls, and redirecting to appropriate personnel.
Manage Customer Service email – provide timely responses to all general inbox questions and Squarespace form submissions. Perform front-end process of email orders before forwarding to order processing staff. Filter inbox for marketing, sponsorship, dealer, and international-related inquiries and distribute to appropriate personnel.
Returns – authorize and process all inbound returned goods. Upon receiving returned goods, inspect for compliance with return policy and issue refunds/exchanges accordingly.
Warranties – verify warranty claims for all brand lines. Procure appropriate documentation and upkeep warranty data in database for company records and future manufacturing initiatives. Notify customers of warranty policies, repair updates, and return tracking information while upholding high standards of customer service.
Atom Electric – managing repair process, R&D correspondence with product manager, and electric part stock databases. New employees will be trained in baseline knowledge of electric longboards.
Social media management – filter all Facebook and Instagram messages for customer inquiries and handle accordingly. Ensure timely responses to upkeep CSG’s high standards of customer service.
Amazon Messenger management – respond to all customer inquiries submitted directly to Amazon portals.
Retail showroom management – meet and greet all walk-in customers. Help them answer any questions they have about products on display, make board recommendations, assure demo riders follow testing procedures, and maintain overall organization of showroom products.
Promotional material requests and non-stock orders – receive mail and fulfill brand sticker/banner requests for customers. Pull nonstock components for phone and email orders as needed.
Project Management (15%) –
In-house repairs – manage the inbound processing, repair, and testing of all customer repair projects in-house. Work collaboratively with warehouse technician to ensure all repairs are completed in a timely manner.
General project management – propose and manage all physical (warehouse, in-house stock, R&D) and internal (document or procedure-based) projects to improve operational processes.
Other Duties as Assigned (5%) –
Assist with weekly order load – pulling, packing, and labeling Amazon Vendor, Amazon Seller, Walmart, Overstock and Squarespace orders for shipping as needed.
Shipping claims – correspond with customers to handle shipping disputes using appropriate UPS, USPS, and FedEx portals. May involve working with logistical service representatives directly.
Inventory management – assist with maintenance of inventory sheet to ensure accurate item counts and avoid potential backorders.
Promo production – changing vinyl rolls, setting up print machine, laminating vinyl prints, and cutting final products as needed.
Inbound shipping containers – intermittently assist with unloading and inventory count of all FCL shipments.
How To Apply:
Please send a PDF of your most current resume (must include contact information) and a cover letter via email to customerservice@mbs.com for consideration. All submissions without contact information listed will not be considered. Please place your name followed by the full position title in the subject line of your email (First and Last Name – Customer Service Manager). Qualified applicants will be contacted either via phone or email.
Discrimination and all unlawful harassment (including sexual harassment) in employment is not tolerated. We encourage success based on our individual merits and abilities without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, disability, marital status, citizenship status, military status, protected veteran status or employment status. We support and obey laws that prohibit discrimination everywhere we do business.