Customer Service Manager

Published May 29th, 2024

RESPONSIBILITES

Performs a wide variety of duties to direct, control and coordinate customer service functions, including large quotations, order execution, credit adjustments/collections, field service, terms and conditions and all other duties under the direction of the Director of Sales, Service & Marketing. 
 

  • Supervises all functions of customer service.
  • Develops and maintains an effective department through selection, training with proper workflow documentation and assignment of personnel.
  • Schedule changes to the Customer Service group and other various departments.
  • Assists subordinates in day-to-day issues and troubleshoot.
  • Directs customer service meetings to discuss process improvements, department issues, workflow overload within the territories and day to day activities.
  • Work using the mindset of 80/20 (80% of outcome, comes from 20% of causes)
  • Approves and assists in Return Material requests with the Materials Manager to maintain customer satisfaction while following company initiative in material turns and or reductions.
  • Review all requests for credit, with collaboration form other departments where necessary.
  • Assists customer service during scheduled and unscheduled absences.
  • Refers complaints of service or product failure to appropriate departments for investigation.
  • Coordinates customer service needs with other departments as required to ensure customer satisfaction.
  • Provide leadership to others through example and sharing of knowledge/skill.
  • Co-ordinate the approval process for credit memos and no change orders.
  • Support our mission, values (teamwork, integrity, dedication, respect, innovation, excellence), and customer message (mindshare, people, added value, digital transformation, and user experience.)

REQUIREMENTS
 

  • BS Degree preferred
  • 5+ years customer service experience required
  • 3+ years supervisory experience
  • Solid technical/system skills
  • Proven leader
  • Manufacturing industry experience preferred

 

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