Manager, Customer Service

Hudson, NH

Description:

The Manager, Customer Service will direct and oversee the organizations customer service and order administration operations. This role is the primary interface between kSARIA’s customers and the internal organization after a contract has been initiated. The Manager, Customer Service will effectively communicate the status of the contract to the customer from cradle to grave. This role will be responsible for gathering data from internal functional areas and presenting it to customers in the form of general updates, contract modifications, and customer data requests. Strict attention to detail and constant management of the open customer service task list is required to close out actions and ensure customer satisfaction.

Position Profile: 

• The Manager, Customer Service will champion the company’s newly implemented customer service workflow system
• Field incoming customer requests for order and contract status and provide responses in a timely manner via written correspondence and telephone contact. 
• Enter and oversee customer orders and confirm order receipt and delivery dates with customers which entails responses from internal organizations which must be managed with ferocity. 
• Drafts, implements, and executes policies and procedures to facilitate a quality customer service experience. 
• Establish performance metrics for the customer service team
• Manage various customer portals and monitor the portals for incoming orders
• Monitor and complete all representations and certifications (reps & certs) required by our customers
• Work with all internal functional managers (from Production, Quality, and Engineering) to develop a cohesive response to customer requests for order status, order changes, and schedule expedites.
• Effectively manage the contract review and sign-off process

Requirements:

• Ability to work independently and have highly professional verbal, writing and interpersonal skills
• Exceptional collaboration skills
• Extremely tenacious and relentless to closeout customer required actions as effectively and expeditiously as possible
• Comfortable with exposure to highly confidential information
• Willing, enthusiastic, and proactive in taking on tasks of any nature to balance the workload of others throughout the organization. Willingness to be the customer’s “champion” inside the organization.
• Strong Excel, Word, PowerPoint and Microsoft Office skills
• Willingness to learn other software tools to continue to progress professionally
• Previous experience in a high-level Customer Success role is required
• Highly professional and mature attitude
• Extremely organized with high attention to detail
• Experience with ERP systems in a manufacturing environment preferred (in particular, job shop or contract manufacturing experience).
• Experience and familiarity in US government contracting FAR requirements and business terms and conditions preferred.
• US Person required for DoD work
• College degree with a technical discipline or equivalent experience preferred.
• Limited travel required to sync up with other kSARIA divisions to ensure uniform customer experiences. 
• Onsite position
• No relocation offered

PM19

kSARIA is an Equal Opportunity Employer/Disabilities/Veterans

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