Customer Service Manager

Basta Boatlifts is hiring We currently have an excellent opportunity for a
Customer Service Manager

in SeaTac, WA. Join our professional and forward-thinking company, where a commitment to quality manufacturing, continuous process improvement, and delivering exceptional service defines our culture. 

At Basta, we take pride in the quality of our work and seek employees who share the same dedication. We are a lean manufacturing company which focuses on identifying waste, developing new processes, and enacting fast change. The core principles of lean have vastly improved our overall efficiency, shop floor organization, and created a happier work environment for our crew. If you share our enthusiasm for fast-paced progress and exceptional work, we encourage you to apply for the
Customer Service Manager

position today 

Basta cares deeply about supporting both our direct customers (Dealers and Distributors) and our end customers (Consumers). This role will work with all departments in the company to support those customers. The CSM will be responsible for reviewing and processing warranties, facilitating spare parts orders, overseeing the Service department, resolving any order fulfillment issues and participating in some direct sales.

This position requires a minimum of 5 years of customer-facing experience

Skills and Qualifications:

· Proven experience in customer service, ideally in a marine manufacturing environment.

· Customer Relationship Management: Proven ability to build trust and maintain long-term relationships with customers through clear communication, responsiveness, and empathy.

· Problem Solving & Resolution: Skilled in diagnosing issues with shipped products, identifying root causes, and coordinating timely solutions such as replacements, corrections, or technical guidance.

· Technical Aptitude: Ability to read product documentation, understand mechanical assemblies, and accurately identify the correct replacement or spare parts.

· Warranty Administration: Experienced in processing and evaluating warranty claims, ensuring compliance with company policies while maintaining customer satisfaction.

· Order Management: Proficient in handling spare parts orders from inquiry to fulfillment, including verifying part compatibility.

· Attention to Detail: Highly organized, skilled at managing multiple customer cases simultaneously, ensuring order accuracy and thorough documentation.

· Cross-Department Coordination: Works effectively with production, engineering, and sales to resolve customer concerns and streamline communication.

· Sales Support: Capable of qualifying and managing inbound sales leads, collaborating with the VP of Sales to ensure prompt follow-up and accurate information sharing.

· Process Improvement: Identifies recurring issues and recommends operational improvements to reduce errors and improve customer experience.

· Systems Proficiency: Comfortable using CRM (Hubspot), ERP (SAP), and CAD drawing library (Solidworks PDM) systems to manage customer interactions, orders, and reports.

· Communication & Leadership: Clear communicator with the professionalism to represent the company's brand; able to manage small teams and delegate daily service tasks as needed.

· Self-Starter: Proactive and self-directed, able to prioritize tasks independently, identify opportunities for improvement, and effectively "manage up" by keeping leadership informed and supported.

· Adaptability: Thrives in a small, hands-on environment where responsibilities span both management and direct customer interaction. Excellent problem-solving skills with the ability to troubleshoot mechanical, process, and quality issues.

· Proficient with Microsoft Outlook, Teams, Excel

· Personal or professional experience as a boater

· Preferred, but not required- Experience installing or servicing boat lifts.

Role Responsibilities:

· Manage and own overall customer satisfaction

· Lead Service department's daily operations- appointment scheduling, communication, contact management, etc

· Troubleshoot and resolve consumer or dealer's operational, technical or performance concerns.

· Assist with resolution of order fulfillment issues

· Maintain and grow Basta Annual Service Plan program.

· Manage warranty claims start to finish

· Facilitate and process legacy spare part orders.

· Identify and pursue sales opportunities with new and existing direct customers

· Attend and participate in setup/teardown of tradeshows

· Backup for Service lead for in field repairs as needed

· Other duties as needed.

Benefits:

· Health Insurance with HSA.

· Dental Insurance.

· Life Insurance.

· Vision Insurance.

· Disability Insurance.

· k with matching.

· Paid Vacation.

· Sick leave.

Job Details:

· Job Type: Full-time

· Salary: (DOE)

· Experience level: 5 years (required)

· Shift: 10-hour shift

· Schedule: Monday to Thursday

·

Language: English (Required)

· Work Location: SeaTac

· Work setting: Office

Application Questions

:

· Are you able to work in SeaTac, WA 98198?

· Do you speak English?

· Why are you interested in this job?

Join the Basta Boatlifts team and become a vital part of our success