Customer Service Manager

About the Company

Growing and successful manufacturing has an outstanding opportunity available for a Customer Service Manager.

About the Role

Position will act as a liaison between the customer and the company, provide product and service information and resolve any emerging problems to the customer’s satisfaction. The candidate would have strong command of the company’s customer service abilities, be well trained in product knowledge and able to offer quick and accurate assistance to customers. This position also ensures smooth operations throughout the production and distribution process of any parts or materials. Oversee Customer Service.

Responsibilities

• Serve as primary contact for customer inquiries regarding any billing issues, product problems, service questions and general client concerns
• Manage accuracy and efficiency of all customer order entry
• Must be able to maintain a high level of professionalism with customers and work to establish a positive rapport every time
• Possess a sales-orientation to always push for more business and attract potential customers by answering product and service questions.
• Be a Syteline (ERP system) expert for entering and orders, creating jobs to be added into the production, and answering all types of questions about customer’s orders.
• Follow production plan with scheduler/production management and make necessary adjustments or requests
• Follow all open orders with production to ensure orders are on time. If not, provide communication to customers with recovery plan.
• Help troubleshoot delivery issues to see if scheduling/planning/material improvements are needed
• Create packing slips/bills of lading for outgoing shipments as well as schedule trucks
• Create ASN’s as required by customers
• Enter/update releases for blanket orders
• Provide leadership and training to accomplish the company goals and objectives
• Report weekly/monthly on shipping/backlogs/sales
• Provide analysis and explanation of any reporting as requested
• Obtain and maintain a 95% or above on-time delivery performance
• Ensure all members of customer service are providing prompt, friendly service to all customers
• Report any difficult issues with management

Qualifications

• Associate’s degree in business related field or five years of customer service-related experience

Required Skills

• Excellent verbal and written communication skills needed to speak with customers, other departments and direct reports
• Ability to multi-task, prioritize and manage time effectively
• Strong organizational and problem-solving skills
• Proficiency in Microsoft Office (Excel, Outlook, Word)
• Experience with ERP systems
• Ability to manage multiple priorities in a fast-paced environment
• Ability to communicate effectively with production teams
• Occasional travel may be required, up to 25% of the time

Equal Opportunity Statement

We are committed to diversity and inclusivity.