Customer Operations Manager - KIOTI Tractor : Job Details

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ABOUT THE ORGANIZATION

KIOTI Tractor is the U.S. subsidiary of Daedong Corporation specializing in the distribution of high quality tractors, UTVs, zero turn mowers, attachments and implements. Since its establishment in 1993, KIOTI has experienced rapid growth as a result of its unique ability to facilitate responsive engineering and production of KIOTI products specifically designed to meet the growing needs of North American equipment users.

Today, KIOTI Tractor sells its products through an expanding KIOTI dealer network of more than 500 dealerships located throughout North America. To assist with this, we have a strategically positioned U.S. warehouse distribution system and its streamlined parts, service and fulfillment center located in Wendell, North Carolina.

This will be an on-site position in Wendell, NC, with a work schedule of Monday - Friday 8:00 AM to 5:00 PM.

JOB SUMMARY

KIOTI Tractor, a leader in the design and manufacture of compact tractors, utility vehicles, turf care, and compact construction equipment, is seeking a Customer Operations Manager to join our team onsite in Wendell, NC. The Customer Operations Manager will be responsible for monitoring how satisfactorily our customers are utilizing our services on a daily basis, immediately identifying and resolving complaints or issues to improve customer satisfaction.

KEY RESPONSIBILITIES OF JOB

Primary responsibilities of the Customer Operations Manager:

• Analyze operational data, trends, and customer feedback to identify areas for improvement and optimize processes
• Collaborate with cross-functional teams (IT, product, marketing) to address root causes of customer issues and enhance the overall customer experience
• Develop and implement standard operating procedures, policies, and best practices to streamline customer support processes and ensure consistency
• Develop and manage the customer support operations budget, forecasting resource needs, and controlling costs
• Handle escalated customer complaints and complex issues, providing guidance and resolution to ensure customer satisfaction
• Manage and coach a team of customer support representatives (including call center staffs and agents), providing guidance, training, and feedback to enhance their skills and performance
• Manage the implementation and effective utilization of customer support tools, technologies, and systems (e.g., CRM, helpdesk software)
• Monitor key performance indicators (KPIs) such as response times, resolution rates, customer satisfaction scores, and adherence to service level agreements (SLAs)
• Oversee the maintenance and updating of customer support knowledge bases, scripts, and training materials
• Plan and manage staffing levels, schedules, and resource allocation to ensure adequate coverage across all customer support channels
• Prepare and present operational reports, insights, and recommendations to senior management

Secondary responsibilities of the Customer Operations Manager:

• Prepares call center performance reports by collecting and analyzing call agents' data.
• Evaluates individual performance reviews and overall team effectiveness with upper management.
• Helps call agents with challenging customer service issues.
• Determines call center operational strategies by evaluating team results and objectives.
• Maintains and improves call center operations by monitoring system performance and identifying and resolving problems.
• Meets financial targets by estimating performance requirements and preparing annual budgets.
• Presents monthly and annual call center action plans and objectives.

EDUCATIONAL AND PHYSICAL REQUIREMENTS

• Bachelor's degree in Business Administration, Operations Management, or a related field
• 5+ years of experience in customer support operations, service delivery, or a related leadership role
• Strong analytical, problem-solving, and project management skills
• Excellent communication and interpersonal abilities for team leadership and cross-functional collaboration
• In-depth knowledge of customer support best practices, metrics, and quality standards
• Proficiency with customer support software, CRM systems, and data analysis tools
• Experience in developing and implementing operational strategies, processes, and procedures
• Excellent understanding of technology, software applications, and phone and computer systems
• Advanced customer focus and customer service skills
• Exceptional training and coaching skills to motivate employees
• Great verbal and written communication skills
• Ability to remain calm and in control of a situation

KIOTI BENEFITS

• 4% 401k employer match, all contributions immediately vested
• Birthday PTO
• Free Medical Insurance (for employee only)
• Vision, dental, and life insurance available
• Wellness reimbursements
• KIOTI Café - free for all employees!
• Training/Growth Opportunities

Daedong-USA, Inc. dba KIOTI Tractor provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.