Customer Service Manager

Job Description:

The Customer Service Manager is responsible for the day-to-day management of the Customer Relationship Representative team and focuses on the good operation of sales and service administration of the North American Business Unit. The position holder will be expected to provide a professional and efficient customer relations management and administrative function. This includes attending to out of ordinary customer inquiries for the supply and process of sale proposals for all products and services offered by the company. This role is critical in providing the highest levels of service to our customers while maximizing the efficiency of sales and service resources.

Position Requirements (e.g. training, experience, education etc.):

• Bachelor's Degree in Business Administration, Marketing, Sales Management or related field required.

• Minimum 5 years of Customer Service Leadership experience in a manufacturing environment, preferably working with capital equipment.

• Previous experience in continuous improvement opportunities. Expectations to identify, recommend, and implement continuous improvement opportunities in customer service.

• Strong teamwork and collaboration skills with an ability to effectively lead a team, work under pressure and react quickly to changing priorities.

• Strong problem-solving skills to identify issues and develop effective and efficient solutions.

• Work with other departments including Operations/Production and Sales to identify priorities and coordinate plans to correct issues and provide more timely responses.

• Excellent verbal and written communication skills; confident with both internal and external individuals at all levels. Excellent telephone manner.

• Must be enthusiastic, self motivated and able to manage own workload.

• Hands-on approach to getting things done, with a desire to make a difference.

• Strong attention to detail and organizational skills.

• Software proficiency in Microsoft Suite with strong analytical skills using Excel, Power BI, SharePoint, and good Database knowledge in general.

• Previous experience in Microsoft Dynamics 365 desired.

Tasks (Description of main tasks):

• Effectively manage and develop a customer-facing and commercially aware attitude within the Customer Relationship Representative team responsible for processing sales orders for equipment, service work and parts; assessing incoming orders for accurate commercial and accounting details, electronic entry of order details, invoice generation and administration, write acknowledgment of orders to the customer and dispatch notification.

• Effectively carry out all responsibilities of managerial role, including requirements pertaining to performance management, employee development, interdepartmental cooperation, and leadership.

• Manage and oversee effective communication with customers, distributors and internal functions relating to completion of customer orders and resolution of application/delivery issues.

• Develop and implement with direct manager a vision, strategy, training, and tools that improve the department efficiency.

• Create sensible cross-training to allow best use of and flexibility within the group while creating a motivated and efficient team while minimizing administrative errors.

• Develop and publish metrics to track critical performance indicators in each area of the department and ensure the update and publishing of administrative information to the business (To-dos, lead-time tables, stock inventory, Start-up Report, discount analysis).

• Review existing business processes and formulate, manage, and participate in projects to generate on-going improvements to the sales order processing and management systems.

• Handle customer complaints and escalation requests related to administration errors and request for change in equipment and service product orders.

• Guide team members through their professional development, offer constructive feedback, assess performance, and provide continually support to help them succeed

• Assess candidates' qualifications, their fit on the team, their ability to successfully perform in the role, and potential contributions to the organization.

• Foster, communicate and exemplify the values of ITW; act with integrity and trust, operate with simplicity, treat everyone with respect, take shared risk.

• Pro-actively participate in ITW's 'toolbox' initiatives.

• In addition to the duties listed above, the position holder must carry out tasks assigned by their supervisor that are essentially related to their duties.

Compensation Information:

$80,000-$100,000

ITW is an equal opportunity employer. We value our colleagues' unique perspectives, experiences and ideas and create workplaces where everyone can develop their careers and perform to their full potential.


As an equal employment opportunity employer, ITW is committed to equal employment opportunity and fair treatment for employees, beginning with the hiring process and continuing through all aspects of the employment relationship.


All qualified applicants will receive consideration for employment without regard to race, color, sex, gender identity, sexual orientation, religion, national origin, age, disability, protected Veteran status or any other characteristic protected by applicable federal, state, or local laws.