Customer Service Manager

MRINetwork

Customer Service Manager

The Customer Service Manager (CSM) will define the strategy and business plan for front end operations, manage and lead customer service teams, and support strategic initiatives for the plant and the company. As a CSM, you will partner with production, shipping, executive management, and customers to achieve optimal customer satisfaction.

How you will impact:

Partner with production, shipping, maintenance, and scheduling teams to review product backlog and production performance to identify opportunities to optimize functional efficiencies
Review invoicing and A/R communications to proactively identify and resolve discrepancies
Balance production workload volume across plants in partnership with Production Planners and leadership when appropriate to support customer needs
Report out production status and forecast daily with production leadership and team to ensure customer needs are being met
Serve as an escalated point of contact for customer issues by supporting Customer Service Representatives with issue remediation and communication with customers as necessary
Participate in projects supporting plant and/or company wide strategic initiatives (e.g. margin enhancement efforts, overall equipment effectiveness efforts) by providing critical customer service expertise and insight to inform decisions and recommendations
Continuously communicate with Customer Service Representatives, manufacturing partners, and sales to align on the current state and ensure operational efficiencies are achieved to meet customer needs
Provide ongoing coaching and feedback to Customer Service Representatives to enhance their performance and support their career growth and objectives
Conduct annual performance reviews to drive enhanced performance and build capability in team of Customer Service Representatives
Coach and guide Customer Service Representatives to effectively support customers and resolve customer issues
Lead training for customer service representatives on specific topics or best practices to enhance their understanding and performance

What you need to succeed:

High School diploma or G.E.D.

Apply

Vacancy posted 21 hours ago

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