Bertram Yachts is an iconic marine brand that has been producing recreational boats and yachts for over 60 years. The company currently produces premium quality center console, dual console boats and inboard diesel-powered sportfish yachts from 28' to 65' in length. The company’s products are manufactured in Tampa, Florida and are sold through a high-quality worldwide dealer network. The company is rapidly expanding its production capabilities to support demand for new outboard product lines and is looking for dedicated, results-oriented team members.

Job Summary:

The Director of Customer Service uses both technical and interpersonal skills to provide outstanding customer support to existing and prospective clients. The Director of Customer Service is responsible for overseeing the daily operations of the customer service department including management and coordination of all warranty support and administration processes, addressing any issues/disputes from customers, support of quality improvement initiatives through warranty data analysis and corrective action processes, and implementation of customer centric product delivery and orientation processes.

The ideal candidate for this position will have:

• Significant experience with marine/boat customer service operations
• Excellent verbal and written communication skills
• The ability to remain calm under pressure
• Exceptional organizational and administrative skills with high proficiency in use of MS Work and Excel for communications and data analysis
• A willingness to be very hands on as a part of a smaller company executing its growth strategy

Essential Functions:

• Implement customer service best practices relative to claims resolution and processing
• Manage resolution of customer service issues
• Act as primary liaison with customers to resolve customer service /warranty problems
• Develop and manage local and field service capabilities to match company needs
• Coordinate warranty service work with internal service and operations personnel
• Manage warranty repair processes, coordinate with suppliers, obtain approval for warranty repairs
• Work with yard technicians to diagnose and trouble shoot problems and develop comprehensive repair procedures
• Define, measure and monitor service quality objectives and warranty performance and implement corrective actions as necessary
• Manage dealer warranty assessment and work approval process
• Manage identification and procurement of service parts and logistics to the repair center/customer
• Coordinate with supply chain personnel on vendor recovery process for defective materials/components
• Monitor warranty documentation for discrepancies and problems
• Complete analysis of warranty claims and identification of systemic issues
• Define and implement formalized owner delivery experience processes. Provide customers with educational information, onboard training and other delivery services as required
• Establish process to provide routine build updates to sales/customer
• Support development of quality control processes with specific emphasis on end of line commissioning and functional testing
• Implement corrective action processes to communicate common product deficiencies and warranty claims information
• Develop, coordinate, and implement technical training for employees as necessary
• Performs other duties as assigned

Job Qualifications:

• Bachelors degree Preferred; High school diploma/GED Required
• Minimum 5years experience in boat manufacturer or marine dealer customer service
• Exceptional organizational skill, administrative skills and attention to detail
• Proficient with Microsoft Office (Word, Excel, Outlook) and related software
• Excellent verbal and written communication skills
• Excellent interpersonal and customer service skills
• Strong analytical and problem-solving skills
• Strong leadership skills

Benefits

• 401(k), with company match
• Medical with HSA
• Dental
• Vision
• Disability Insurance
• Life Insurance
• Paid Time Off (PTO)
• Paid Holidays
• Employee Referral Program
• Mentorship/On the Job Training

Bertram LLC provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, or veteran status. In addition to federal law requirements, Bertram LLC complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. 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.

Bertram LLC expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of Bertram LLC’s employees to perform their job duties may result in discipline up to and including discharge. Note: The statements above are intended to describe the general nature and level of work being performed by people assigned to the job. They are not constructed to be an exhaustive list of responsibilities, duties, and skills required of personnel in the job. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the employer. Bertram LLC is committed to providing an accessible and barrier-free environment. Please advise Human Resources if you require accommodation during any part of the recruitment process.

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Professional development assistance
• Vision insurance

Schedule:

• Monday to Friday

Ability to commute/relocate:

• Tampa, FL 33611: Reliably commute or planning to relocate before starting work (Required)

Application Question(s):

• Describe how you meet requirement for Boat Manufacturing, Marine Dealer Service, or Marine Service Yard Experience
• Please describe your compensation requirements

Work Location: One location

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