Customer Service Manager

3 weeks ago

Grand Rapids, United States American Seating Company Full time

POSITION SUMMARY: The Customer Service Manager is responsible for maintaining effective customer service for all internal and external American Seating Company customers by utilizing excellent, in-depth knowledge of company products and programs as well as team members within the Customer Service Department. Our customers expect and deserve to receive superior customer service. Therefore, the Customer Service Manager is responsible for ensuring that the entire American Seating organization is fully informed of our external customers’ expectations and that we as a company, do everything practical to meet or exceed those expectations.


PRIMARY DUTIES & RESPONSIBILITIES:

  • Oversees customer issues and ensures effective and long-term problem resolution.
  • Develops and implements procedures and policies pertinent to the effective and efficient operation of the Customer Service Department.
  • Monitors programs and procedures to ensure on-time delivery and customer satisfaction.
  • Maintains in-depth working knowledge of American Seating Company systems and processes.
  • Sets performance standards to meet service goals of company.
  • Coaches Customer Service team in order to achieve high performance.
  • Structures the training agenda for department members.
  • Measures Customer Service Representatives’ performance.
  • Provides feedback to the company regarding service failures or customer concerns.
  • Provides feedback to Operations team to ensure all customers have accurate and timely information on order status and/or changes.
  • Responsible for employees’ training and development.
  • Partners with the management team to align customer service department policies and systems with the company's objectives.
  • Works continually towards self-development to stay current on customer service, sales and supervisory procedures and practices.
  • Assists Customer Service Representatives, Reps/Dealers/Sales in troubleshooting orders that require special handling.
  • Responds to customer inquiries and problem solving in a professional and effective fashion.
  • Acts as a resource in resolving customer issues brought to the Department by utilizing excellent American Seating Company process knowledge and strong skills in negotiating and selling.
  • Other duties as assigned.


MINIMUM REQUIREMENTS:

  • Bachelors degree or equivalent number of years of experience.
  • 5+ years of customer service experience.
  • Prior experience in manufacturing, material control or supplier development preferred.

SKILLS REQUIRED:

  • Solid decision-making skills.
  • Ability to demonstrate strong leadership and supervisory skills.
  • Strong problem-solving and analytical skills.
  • Ability to understand manufacturing flow.
  • Ability to exercise sound judgment and to work with systems.
  • Exceptionally well-developed communication and interpersonal skills.
  • Ability to resolve issues effectively.

WORKING CONDITIONS:

  • Normal office environment with little, if any, discomfort due to heat, dust, noise and the like.
  • Extended work hours periodically required.
  • Frequent keyboarding is required.
  • Work frequently requires attention to details. Frequent pressures related to meeting deadlines, scheduling requirements and simultaneous projects is required. Work is frequently affected by distracting influences such as people, telephone calls, etc.


This job description is intended to describe the type and level of work being performed by a person assigned to this job. It is not an exhaustive list of all duties and responsibilities required by a person so classified.

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