Customer Service Manager

This position reports to the Customer Service Director and is responsible for providing high-level customer service and support to ensure customer satisfaction at all times. This role is a major contributor responsible for the achievement of site revenue with their team. The Customer Service Manager plays a major role in driving revenue achievement through hierarchical supervision of the Repair Sales Administrators and leaders when applicable. This role contributes to customer satisfaction by ensuring positive and proactive communication in the management of contracts and orders. The Repair Sales Administration Manager ensures the consideration and processing of customer requests as well as providing periodic reporting with both internal & external Customers as required. This role improves the customer relationship by liaising with other departments within the company and ensures that Sales Administration fulfills its role as an interface between the Sales, Program, Customer Support, Production/MRO, Supply Chain, Finance, and Logistics departments. Responsibilities Manage resources within the Sales Administration scope: Manage a team of Repair Sales Administrators Ensure workload-capacity balance within the department. Allocate workload based on needs. Manage resignation/hiring/onboarding/training of people Lead PDR of the Repair Sales Administrators Express resource and competency needs for the optimal operation of the department. Ensure the competency development of the Repair Sales Administrators Manage priorities within the department. Promote a team operation in accordance with the principles of the leadership model. Manage the team in case of crisis (Closure of facility, pandemia…) Ensure proper management of Sales Administration activities: Ensure order processing: customers order acknowledgments, quotation, quotation approval, monitoring, delivery authorization, invoicing, warranty handling. Provide ongoing support and service to customers by responding to their information requests, ensuring a good understanding of their needs, and directing requests internally if necessary. Handle claims related to Sales Administration. Ensure the update of new data in relevant IT systems (ERP, client portals, Customer accounts creation, etc.) Implement and monitor KPIs for performance management. Ensure compliance with existing processes and tools (Adoption by the CSR) and contribute to their improvement: Define and implement an Improvement Plan to achieve Front Office performance objectives. Ensure compliance with the procedures and instructions. Propose improvements as needed. Ensure alignment with harmonized processes. Ensure alignment with harmonized KPIs and reporting. Knowledge and Skills Customer oriented service. Strong work ethic and ability to be self-motivated. Computer skills with knowledge of ERP/MRP, Excel spreadsheets and Word. Management Capability. Competencies Decision Making Leadership Problem Solving Planning & Organization Communication Integrity Education and Experience Bachelor's Degree 5 years minimum customer service and management experience Communication Skills Strong oral & written communication skills essential for interaction with customers. Ability to make presentations Physical Demands Ability to travel as needed domestically and internationally. To accomplish 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 accommodations may be made to enable individuals with disabilities to perform the essential functions. #J-18808-Ljbffr Safran companies