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Relationship Manager Team Lead

The RM Team Lead reports to the Director of Customer Service and helps train and motivate the call center agents (“Relationship Managers”) as they provide support, answer questions, and handle complaints for our dealers. The RM Team Lead assists in hiring and training employees, monitoring team members progress, and coaching them to cultivate the knowledge and skills to provide excellent service to dealers. This position supplements the front lines of supporting our dealers and helps to ensure that they receive the excellent customer service that Gibson is known for.

GIBSON

Gibson Brands, Inc. (“Gibson” or the “company”), the world’s most iconic guitar brand, has shaped the sounds of generations of musicians and music lovers across genres for more than 100 years. Orville Gibson founded the company in 1894 in Kalamazoo, Michigan, Gibson has a legacy of world-class craftsmanship, legendary music partnerships and progressive product evolution that is unrivalled among musical instrument companies. Our portfolio of brands includes Gibson as well as many of the most beloved and recognizable music brands, including Epiphone, Kramer, and others; we also own Gibson Pro Audio with brands such as KRK and Cerwin-Vega. Many Gibson instruments are highly collectible since Gibson was at the forefront of innovation for many genres of music including big band, rock-n-roll, and blues. Gibson operates via a central headquarters based in Nashville, TN, supporting five manufacturing facilities as well as four regionally-based support centres that enable the sales, marketing, and distribution activities in each of four different worldwide regions.

OVERALL JOB PURPOSE

The RM Team Lead reports to the Director of Customer Service and helps train and motivate the call center agents (“Relationship Managers”) as they provide support, answer questions, and handle complaints for our dealers. The RM Team Lead assists in hiring and training employees, monitoring team members progress, and coaching them to cultivate the knowledge and skills to provide excellent service to dealers. This position supplements the front lines of supporting our dealers and helps to ensure that they receive the excellent customer service that Gibson is known for.

ROLES & RESPONSIBILITIES

Relationship Manager Call Center:

Reporting and Administrative Tasks:

PERSON SPECIFICATION

Required Experience and Qualifications

Essential Skills & Knowledge

Personal Qualities

Travel

Periodic travel to and between the company’s manufacturing and sales locations may be required (5-10%).

Nota Bene:

The company’s job descriptions are not intended to be a complete detailed account of all expected/anticipated activities. We operate in a fast-moving and competitive global environment and therefore need employees to be flexible.

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