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FishUSA, Inc. (www.fishusa.com), headquartered near Erie, Pa., is a massive, industry-leading, online fishing and tackle retailer, dedicated to customer service and timely delivery of packages throughout the world. We are currently seeking an experienced, dynamic, organized, and dedicated Manager for our onsite Customer Service Department located at our facility in Fairview, Pennsylvania.

The successful candidate will oversee all operations and processes in our Customer Service Department and will lead our Customer Service Team in delivering industry-leading service to our customers who interact with us by telephone, email, chat and social media.

This position requires energy, initiative, and strong attention to detail to review, critique, improve, and successfully implement all strategies and processes related to our Customer Service Department.

To meet our commitment to excellent customer service, the Customer Service Manager should have an experienced sales background, along with the ability to instruct others in selling techniques.

This is a salaried position that requires work Monday through Friday with a commitment to occasionally work during the evenings and on the weekends. A typical work week will require a flexible schedule with a minimum of 45 hours with potentially more hours required as the business needs may dictate.

An excellent benefits package is available after a successful probationary period that includes health and dental insurance, paid time off, an employee discount, paid holidays, and more.

The required qualifications will include:

• Will be a passionate leader with strong managerial, leadership, motivation, and mentoring skills who will ensure the level of our Customer Service is industry-leading.
• Will be a strong decision-maker with problem-solving skills including the ability to quickly identify obstacles and solutions that may affect our Customer Service standards, and the ability to resolve the most difficult Customer Service issues in a prompt, professional and courteous manner.
• Will have extensive expertise in the standards of professional telephone, email, and chat etiquette and demeanor.
• Will have excellent written and verbal communication skills and the ability to perform as a strong liaison between the Customer Service Department, our valued customers, and all other FishUSA departments.
• Will establish a culture of service and sales performance goals for the Customer Service team that are tracked and reported to the team on a regular basis.
• Will have a strong knowledge of Key Performance Indicators (KPIs) applicable to online retail sales performance and a passion for performing exciting work that will enable the organization to gain competitive advantage and significantly grow its business.
• Will be able to quickly adapt to various changes and successfully implement any approved changes or innovations with timely execution.
• Will have the desire to receive and act upon mentoring, coaching, and feedback from experienced leadership within FishUSA and assume positive intent.
• Will be proficient with computers, technology, and other applications such as Google Workspace (formerly G Suite) or similar Microsoft Office related applications.

Required Qualifications

• A bachelor’s degree with 2+ years of experience in a Customer Service Manager or supervisory role with experience in outdoor retail sales, online sales, or a call center.
• Knowledge of fishing products for a variety of techniques and species.
• Familiarity with USPS, FedEx, UPS, and LTL shipping processes and procedures.

This position is an opportunity to work in the growing and fast-paced eCommerce field, and will provide exposure to a wide range of functions.

Interested and qualified candidates should send us their resume, in Word or PDF format, to careers@fishusa.com.

We are passionate about the outdoor lifestyle in general, and fishing in particular.

FishUSA is a fast-growing e-business. Come grow with us!

FishUSA, Inc. is an equal opportunity employer.

Posted July 13, 2022