Hiring: Customer Service Manager

Cordoba Music Group is a leading manufacturer and distributor of acoustic and electric guitars, ukuleles, basses and musical instrument accessories. Some of CMG’s brands include Cordoba Guitars®, Guild Guitars®, DeArmond® and HumiCase®, which are internationally distributed and played by a wide range of musicians. Cordoba is the largest supplier of nylon string guitars and ukuleles in U.S. retail chains, online retailers, and independent dealers across the USA. Guild is an iconic brand of acoustic and electric instruments with roots going back to the early 50’s. Other CMG brands include Savarez®, and Aquila®, of which CMG is the largest importer and U.S. distributor. The company’s corporate headquarters are located in Santa Monica, CA, and distribution and manufacturing facility is in Oxnard, CA.

Responsibilities

  • Interact with customers/clients and build relationships with them while ensuring their needs are being met
  • Oversee a team of customer service Associate’s and ensure they are providing an exceptional experience
  • Mastermind creative ways to deliver an exceptional experience
  • Develop and oversee the implementation of customer service protocols
  • Resolve complex problems or disputes in a professional manner
  • Coach and support team members to help them meet departmental goals
  • Keep records and documentation of customer interactions for training purposes
  • Work with Sales, Quality Control, and Marketing teams to develop training materials for end users.
  • Oversee Reverb and Ebay sales.
  • Point person in the Service Department to work with Products team on Parts project(s).

Qualifications

  • 5+ years prior experience in customer facing roles
  • Minimum 3 years’ experience in handling and caring for acoustic and electric guitars
  • Knowledge of acoustic and electric guitar definitions and terminology
  • Proven experience in a leadership role is required
  • Excellent communication skills and the ability to anticipate the needs of customers
  • Must demonstrate strong analytical thinking skills
  • Should possess strong problem solving skills and the ability to make sound judgement calls
  • Superior organizational and time management skills
  • Knowledge of customer service programs and databases, or the ability to learn new software quickly
  • Innovative, creative thinking skills to ensure the organization is providing a cutting edge client experience
  • Bilingual is a plus
  • Pay: $20 – $26 DOE

This position is located in Oxnard, CA.

CMG is offering a competitive salary, bonus, full medical, dental, vision, 401K, and profit sharing plan for a well-qualified and ambitious individual. CMG is an equal opportunity employer.

Please send cover letter, resume, and compensation requirements to mbyrd@cordobamusicgroup.com with “Customer Service Manager” followed by your name as the subject.  No phone calls please.

Please note that this job specification is not intended to be a complete list of duties, and additional responsibilities may be assigned as needed.


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