Customer Service Manager

Job Description

Job Description

POSITION SUMMARY : Customer Service Manager

We are looking for an experienced Customer Service Manager to join our dynamic team. This position manages and coordinates activities of workers engaged in verifying and keeping records on incoming orders and outgoing products by performing the below listed duties and responsibilities. The ability to interact with customers (both internal and external) in a fast paced environment, sometimes under pressure, remaining flexible, proactive, resourceful and efficient, with a high level of professionalism and confidentiality is crucial to this role.

PRIMARY DUTIES AND RESPONSIBILITIES:

• Oversees and Manages Customer Service Representatives on a daily basis ensuring accurate and timely order entry into the ERP system
• Overall responsible for accurate, timely order entry while ensuring order acceptance dates can be met through coordination with Plant Manager
• Responsible to ensure the Customer Service team meets order entry throughput goals
• Assists in negotiating order discrepancies with the customer facilitating a favorable outcome for the company
• Provides early warning to Plant Management when orders are at risk of not being shipped timely (voice of the customer)
• Prepares and is responsible for Customer Service KPI performance
• Responsible for BOM creation, accurate pricing data and is an expert user in the ERP system
• Deal directly with customers either by telephone, electronically or face to face
• Maintains the integrity of the ERP database by ensuring data quality and accuracy
• Direct customer requests and unresolved issues to the designated resource and follow upon resolution
• Investigate and/or solve customers' long-standing or complex problems and when needed make Plant Management aware of customer needs and expectations that have not been resolved in a timely manner
• Work closely with sales and project management teams on job cost estimates and tracking these costs for installations and start-ups
• Manage customers' accounts
• Keep records of customer interactions and transactions; record details of inquiries, comments and complaints
• As required, organizes programs, events, meetings or conferences by arranging facilities and caterers, issuing information or invitations and coordinating speakers
• Manage, develop and motivate direct reports
• Complete special projects and perform other duties as assigned by management

REQUIREMENTS:

• Bachelor's degree or equivalent work experience
• Minimum 5-7 years' experience in customer service management in a manufacturing environment
• Must have excellent knowledge of Microsoft Office (Excel, Outlook, and Word dominant)
• Excellent customer interface experience and solid program management skills
• Excellent leadership and supervisory skills
• Excellent verbal and written communication skills
• Experience in injection molded plastics a plus
• Self-started and must work well under pressure
• Must be able to read, write, speak and understand English

Compensation commensurate with experience along with excellent benefits, including medical, dental, vision and life insurances, 401K plan and paid vacation.