BASIC FUNCTION AND RESPONSIBILITY:

This role will manage all aspects of the customer service function.

Summary/Objective:

The Manager, Customer Service is responsible managing and directing all functions related to order management including change orders, reporting and team development. This role builds relationships with internal and external customers and vendors.

ESSENTIAL JOB FUNCTIONS:

1. Will act as a liaison between customers and manufacturing, sales, service and accounting to resolve status, order accuracy, production, delivery and billing issues.

2. Build customer loyalty through high quality interactions at each step of the customer “life cycle” which also include building the customer relationship at a strategic level.

3. Develops / strengthens local customer service program. Evaluates customer service performance results and ensures corrective action takes place in order to realize goals.

4. Gather and analyze customer feedback and recommend improvements that the organization can implement that our customers will benefit.

5. Manage senior management escalation relating to client satisfaction issues and delivery issues through resolution and provide issue summary report to senior management.

6. Responsible for training and development, performance evaluations and disciplinary actions.

7. Participate/lead in continuous improvement projects by recognizing and sharing suggestions on areas of improvement. Manage training, coaching and development of department employees.

8. Maintain a thorough knowledge of products. Provide accurate information and instructions for various products in regard to new product inquiries, basic installation assistance and limited technical questions.

9. Create quotes for new and existing customers. Set up new accounts and new items.

10. Ensure customer requested materials and samples are sent in a timely manner.

11. Document important customer information, including comments and complaints, for future reference.

12. Part of the team which conducts interviews for potential customer service employees and make hiring recommendations.

13. Keep management informed on patterns and trends of department activities that could impact customer needs.

14. Maintain an informed status of operations by attending and participating in appropriate meetings.

CHARACTERISTIC DUTIES & RESPONSIBILITIES:

15. Ability to foster and maintain positive supplier, vendor and customer relations by demonstrating a professional and positive work ethic.

16. Excellent organizational and time management skills and detail oriented. Ability to work in a fast-paced environment, work on multiple projects simultaneously.

17. Prioritize and multi-task for maximum efficiency without sacrificing customer satisfaction and accuracy.

18. Other various duties as assigned to support the organization.

Competencies:

· Strong verbal and written communication skills

· Leadership

· Analytical Skills

· Decision Making

· Problem Solving / Analysis

Supervisory Responsibility:

This position has 3 direct reports.

Position Type and Expected Hours of Work:
This is a full-time position and business hours and days are Monday through Friday, 8:00 a.m. to 5:00 p.m. demands. Due to the nature of this role, flexibility may be required to work outside of normal business hours 8:00 a.m. to 5:00 p.m.

Travel:

Up to 10% travel.

Required Education and Experience:

· Bachelor’s Degree

· 6 + years of experience in increasing levels of responsibilities with customer service

· 3+ years of experience in management role

· 5 + years of working in Manufacturing environment

Job Type: Full-time

Pay: $53,000.00 - $55,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Health insurance
• Paid time off
• Retirement plan
• Vision insurance

Experience level:

• 5 years

Shift:

• 8 hour shift

Weekly day range:

• Monday to Friday

Education:

• Bachelor's (Required)

Experience:

• Customer service: 6 years (Required)
• Management: 3 years (Required)
• Manufacturing: 5 years (Preferred)

Willingness to travel:

• 25% (Required)

Work Location: One location

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