Customer Service Manager

Position Summary: The Customer Service Manager reports directly to the Director of Sales. The incumbent is responsible to coordinate communication, marketing and sales with potential customers in new service areas throughout the state of Alaska with primary focus on the Road System. A successful candidate will have Essential Job Functions: Assists in acquisitions of new locations and business territories Drafts local marketing plan for each location Initiates contact with prospective customers and establishes buying cycles, customer needs, and creates a customer supplier relationship Records daily marketing contacts and maintains other sales/marketing records to facilitate marketing efforts as needed Communicates the business brand and solicits customer opinions and suggestions Establishes buying influences, budgets and purchasing criteria for assigned accounts Prepares sales information for customers Executes sales strategy Provides data and sales forecasts to management Assists sales in reviewing or performing market analyses to determine customer needs, price schedules and discount rates Primary customer contact for assigned business location(s) Establishes rapport and product confidence with customers and maintains ongoing client relationships with various parties to anticipate and resolve potential problems Secures and places orders taking into consideration delivery dates and inventory levels for fulfillment Investigates and resolves complex and sensitive service-related disputes involving customers Ensures all new customers complete required documentation; sales quotes, sales contracts, credit applications, etc. Coordinates with location Manager, Director of Sales and Director of Terminals to resolve customer issues as they arise Collects market pricing information from customers, prospective customers and other public resources and communicate that information to management Use judgement to approve or deny customer credit applications Provides phone support for the field Answers Customer Service phone inquiries and follow up Analyzes existing and proposed programs, policies and services to ensure their equitability and responsiveness to consumer needs Develops proposals and implements programs and service targeted to specific customer needs Other Job Responsibilities: Other duties as assigned Minimum Qualifications: Bachelors degree Two years related experience Knowledge, Skills & Abilities Required: Knowledge of business acumen Effective interpersonal communication skills Collaboration skills Strong organizational skills Decision making skills Problem solving skills Time management skills Excellent customer service skills Ability to analyze and think strategically Ability to read and interpret documents such as safety rules, operating and maintenance instructions, company policy, procedure manuals and/or state and federal regulations Ability to write routine reports and correspondence Ability to speak effectively before groups Ability to add, subtract, multiply and divide in all unites of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio and percent and to draw and interpret bar graphs Education: Bachelors degree in related field High school diploma, or equivalent (1 year of directly related work experience may qualify to substitute 1 year of education to meet the education requirement) Required Training & Certificates: Attends training sessions, seminars and appropriate educational classes required by department. Computer skills commensurate with program and job applications. Physical Demand/Work Environment: The physical demands and work environment described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to type, talk and hear. The employee is frequently required to sit, stand, walk, reach with arms and hands, climb or balance, and to stoop, kneel, or crouch. The employee must occasionally lift and/or move up to 25 pounds. Visual Acuity: must be adequate to perform all required tasks in a safe manner. The noise level in the work environment is usually quiet to moderate, but may be loud on occasion. Work is usually done in an office setting and sometimes at a client facility or job site. Work may require occasional weekend and/or evening work. The position supervises exempt, non-exempt, and contracted staff. The employee is occasionally exposed to moving mechanical parts, vehicles and equipment. The employee must be able to physically travel by air within, and out of, the State of Alaska.