Customer Service Manager

We’re Hiring A Customer Service Manager!

Our Core Values at Ammunition Depot

It’s important to know what core values we care about here, and what we’re trying to do as a company. Our vision is to provide our customers with a startlingly great experience in everything that we do. In short, we want to make happy people inside and outside our company! How we get there is through our core values:

Willing and Able to Improve – We are continuously trying to improve our performance across the board. In the immortal words of Big Tom Callahan “you’re either growing or you’re dying. There ain’t no third direction.” We know were not perfect but we are always trying to get better at everything we do.

Own It – We expect a lot from our team members. We empower them and make sure they have the tools and authority they need to perform. From top to bottom everyone on the AD team has the ability to make people happy! We try to hire smart and well educated people that possess a healthy streak of creativity and we give them unusual freedom and power. We don’t know the meaning of “that’s not my job.” Our people seek to not only identify a problem, but to be ready with a potential solution, too.

Act With Integrity – We try our hardest to do what it takes to realize our vision but never at the expense of our integrity. The most important thing to us is doing the right thing. If the golden rule is still golden for you, you’ll fit in well.

About our Companies:

Ammunition Depot and its related companies are dedicated to preserving America’s freedoms. That means doing what we can to protect and support the things that make this country great. We do that by designing, manufacturing, distributing, and retailing ammunition, firearms and shooting accessories.

Ammunition Depot – http://www.ammunitiondepot.com

Our mission: Provide our customers with access to high quality products at a competitive price with the best customer service they have ever experienced

Ammunition Depot was founded by freedom-loving Americans who knew two things: (1) it is every American’s right and responsibility to defend themselves, their family, and their country; and (2) without ammunition, none of that is possible.

With seven children between them, the owners of Ammunition Depot fully understand the responsibility of keeping their families safe. They also understand that simply dialing 911 will not stop an aggressor from doing harm. Our respect and appreciation for law enforcement is absolute, but the fact is, a jacketed lead projectile has a much faster response time than the 10-minute national average response time to a 911 call.

Therefore, it is our goal and our promise to provide the American public access to high-quality ammunition at the lowest possible price with the best customer service they have ever experienced. Not the best service in the industry, the best period.

As Ammunition Depot has grown over the years, we have been able to create numerous jobs for hard-working Americans in our home state of Florida, as well as help many charities and foundations that support our troops, law enforcement, and the shooting sports. Our plan is to keep growing, keep creating jobs, keep giving, and keep Ammunition Depot strong so that we can deliver the same great products and same great service for decades to come.

Gold Coast Armory – http://www.goldcoastarmory.com

Our Mission: Serve the underserved segments of the wholesale ammunition users market

Gold Coast Armory (GCA) was founded in response to ammunition shortages among law enforcement agencies that began in 2012 and have persisted since then. As it has grown GCA has identified many market segments that are underserved by the traditional distributors of ammunition and shooting accessories. We provide value though inventory, service, and sourcing. Unlike many competitors we have no minimums, no credit card fees, and no back orders. With our large in stock inventory we are able to ship most wholesale orders same day. It doesn’t matter if its a single box or a multi-pallet order. Our team is able to anticipate the needs of our customers and make the buying process effortless for them.

US Cartridge – http://www.uscartridge.com

Our Mission: Manufacture and distribute high quality, innovative ammunition products at a competitive price by introducing modern materials, machinery, and processes to the ammunition manufacturing space

US Cartridge operates from within our fulfillment and manufacturing space in Kissimmee FL and focuses on bringing remanufactured products to market for distribution by Ammunition Depot and Gold Coast Armory. Currently our flagship product is a poly coat 9mm projectile that exerts less stress on the firearms and requires less powder to achieve the same velocities as metal jacketed projectiles. Additionally, we are building a line to produce the best in market remanufactured .223.

Rattlesnake Tactical – http://rattlesnaketactical.com/

Our Mission: Design and import high quality, innovative accessories for our core customers

Rattlesnake tactical aims to provide value for customers by identifying, designing, and sourcing innovative products for our core customer base. By cutting out the middleman we are able to offer desirable accessories at extremely competitive prices. Currently Rattlesnake Tactical’s flagship products are our custom designed range bag and our Individual First Aid Kit (IFAK).

What We’re Looking For in a Customer Service Manager

Our goal is to provide the best customer service experience our customers have ever had. This is not an easy goal and providing great customer service requires constant improvement. We’re looking for a person who not only wants to achieve this goal but can help us figure out how, as well as train and manage others within the organization to achieve that goal. If you enjoy helping others reach their maximum potential and believe in always trying to find better ways to help the people around you, the Ammunition Depot Customer Service Manager position will be a perfect fit.

Okay…But What Exactly Does a Customer Service Manager Do?

Our quickly growing company is a team of 40 talented people in two locations in South and Central Florida. Our owners set goals for every stage of our development – from as far out as years, to goals that need to be completed within 24 hours. A customer service manager helps bring these two together by taking the vision and goals for the company and supporting them with empathy, management skills, and complaint resolution knowhow and an unusual aptitude for execution. We believe in providing our team with freedom and accountability. What that means for a customer service manager is that their efforts will be tracked and their success measured.

In the most oversimplified terms, the customer service group is tasked with ensuring that every interaction a customer has with Ammunition Depot leaves them pleasantly surprised. Our customers always have special requests or problems they can’t solve on their own and they reach out to us via phones, emails, and chats for help. Our goal is to provide them with their desired result and more.

Here’s what that actually means:

• Join their team in handling day to day customer service issues

• Oversee customer service staff and be responsible for:

• Hiring

• Training

• Assigning tasks

• Motivating and disciplining employees

• Monitoring and evaluating performance

• Accountable for Customer Service Group KPIs

• Participate in executive meetings and trainings

• Develop and track annual, quarterly, and weekly goals for the CSR Group

• Work with IT to maintain and improve technology for CSR Group:

• Helpdesk

• Chat

• Phones

If this sounds like you, your previous education and work experience probably sound like this:

• Proven working experience as a customer service manager, supervisor, or team lead.

• Experienced project manager, able to keep projects on-time and on-budget.

• Experience measuring effectiveness of customer service teams and using key KPI’s and data to drive individual improvement

• BS/BA degree