Customer Operations Manager

Overview

Tenicor is looking for the right person to lead, manage, and be accountable for Customer Operations. This role owns the customer relationship from the inside: special orders, quotes, government and dealer accounts, customer service, and how Tenicor responds to comments on social posts and our inbox.

About Tenicor, LLC

Tenicor is an American design, development, manufacturing, and training company. We build products that work. Since 2008, we have been determined in our design, development and testing of innovative and intelligent equipment.

Description

Customer Operations covers three areas at Tenicor: Account Management, Customer Operations, and Community Engagement. They are separate accountabilities. The right person builds toward growth and expansion instead of holding it together by hand.

The work is already here. Customer Service runs about 600 tickets a week through FreshDesk. Account Management averages about 15 quotes per week. Quotes, purchase orders, government portal submissions, and dealer agreements all pass through this seat. Two people do the work now — one full-time and one part-time — and that is not enough people for the volume.

This is a hands-on manager. You will process special orders and answer escalations while you build the systems that make the team bigger than you.

Business Development owns the long-term outside relationship with government and dealer accounts. Customer Operations owns the execution: the PO, the quote, the follow-up, and making sure the order Business Development opened the door for actually ships. The two seats work the same accounts from different sides.

Reports to the Director of Brand.

About the Role

• Lead, Manage, and Hold Accountable: Set clear expectations for the Customer Operations team, give feedback that lands, and build the bench so Account Management, Customer Service, and Community Engagement can each stand on their own.
• Drive dealer and government orders to completion: across Production, Inventory & Fulfillment, and Engineering
• Account Management: Own the special order process end to end — quotes, purchase orders, order follow-up, and communication with the customer on dates production gives you. Manage contracts and dealer agreements through to execution.
• Customer Service: Own the customer service SLA, ticket quality, returns, exchanges, and warranty. Discount and refund authority sits at the lowest level on this team, and you keep it there.
• Government Sales: Own the government purchasing portal and the ongoing execution of government orders.
• Community Engagement: Own how Tenicor answers comments and DMs on Instagram, Facebook, and YouTube. This is customer service in public and it is currently underserved. Look for new platforms and strategies to expand our reach with our community.
• Scorecard and Process: Build the measurables this team does not have yet, and the playbooks behind them. Today's scorecard counts activity. It does not tell anyone whether we won the week.

You'll Succeed If You…

• Can run a B2B and government account and a retail customer service ticket in the same hour without changing your standard for either.
• Are willing to do the work while you build the system that replaces you doing the work.
• Have managed people and want to build a team, not just carry a queue.
• Write clearly and quickly. Most of this job is written communication with customers and with the rest of the company.
• Tell a customer a real date instead of a comfortable one, and then hold Tenicor to it.
• Are excited to learn EOS, the Theory of Constraints, and what a professionally minded user actually needs. We will teach you all three.
• Experience in firearm industry, military, and/or law enforcement is not required, but strongly preferred.

Why Tenicor

Tenicor is a rising American manufacturing company on a mission: create the best tactical and concealment products in the world and educate the professionally minded user.

We believe brand is king and we constantly strive to be better than yesterday. Tenicor is relentless in our pursuit of product performance and brand integrity. We live by the Theory of Constraints, EOS (Entrepreneurial Operating System) and Profit First. We run Haas CNC machines, MacBook Pros, Sony FX3s, and 9mm Glocks. Our furniture is made out of 2x4s and you'll be on the sign up for cleaning the bathrooms like everyone else.

If you think you are a high-level enthusiast or expert about guns and shooting, you are probably wrong and that is OK. But if you have an open mind and a desire to improve, we will be sure to provide you with the tools and information from our internal resources and industry partners to get you on the right path.

Additional Information

• Full-time (40 hours/week), on-site at our Moscow, ID location.
• Offers of employment at Tenicor are contingent upon clearance of a background check, which includes education and employment verification, a criminal background check, and a motor vehicle report.
• Tenicor, LLC is a smoke and drug-free workplace.

Pay: $90,000.00 - $125,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Paid time off

Application Question(s):

• Why would you be a good fit at Tenicor?
• Please describe any gun industry, military, law enforcement experience you have.
• Describe the first gun you owned (or plan to own).
• Please provide your LinkedIn profile (if applicable)
• Are you local to Moscow, ID? If not, what would your transition plan look like to move to Moscow, ID?
• Did anyone refer you to Tenicor? If so, who referred you? (Please list only one person.)

Work Location: In person