Customer Service Manager

Position Summary

This position is responsible for providing excellent customer service in an efficient and profitable manner, to increase customer satisfaction, loyalty, retention and to meet their expectations. The ideal candidate will have strong leadership, technical expertise, and the ability to manage multiple tasks in a fast-paced environment with a commitment to safety and quality.

Role and Responsibilities

• Responsible for all computer input required for the position.
• Answer phone calls related to customer questions and resolve problems/ complaints.
• Take customer orders over the phone and write up orders.
• Provide verbal or written quotations to customers.
• Schedule trucks for outgoing shipments.
• Schedule production in Handmade and Rotary hose departments.
• Work with the Shipping department to help expedite orders and provide customers with on-time deliveries.
• Provide plant tours.
• Must be familiar, and follow, all standard operating procedures and guidelines.
• Knowledge of how and where to locate procedures and forms relevant to this position.
• Lead a team of customer service representatives
• Motivate, train and guide the customer service department

Requirements

Required Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be provided to enable individuals with disabilities to perform the essential job functions.

• Indoctrination and understanding of NRP's Quality Manual and specified requirements regarding job responsibilities.
• Five years minimum experience in customer service or related work experience.
• In-depth knowledge of products manufactured.
• Hose and fitting knowledge preferred.
• Strong literacy and comprehension skills.
• Computer, telephone and customer service skills.
• Excellent written and oral communication skills.

Education

• High school diploma or GED.
• Completion of company indoctrination.
• Successful completion of safety training programs.
• Understanding of the company's Quality System and processes.