Customer Service Manager

3 weeks ago

Palo Alto, United States Stangenes Industries Inc Full time
Job DescriptionJob Description

For over 45 years, Stangenes Industries, Inc. (www.stangenes.com) has been manufacturing critical components for customers in government, industry and research. As an OEM supplier to major medical and industrial equipment manufacturers, we have earned a reputation for quality and reliability at globally competitive prices. The foremost government and institutional particle accelerator facilities and research laboratories in the world rely on Stangenes Industries for innovation and excellence.

Stangenes Industries, Inc. is focused on developing an efficient, skilled and cross-trained workforce. All employees are responsible for maintaining a safe work environment; and each person is empowered in a way that creates exceptional individual performance, highly successful work teams, outstanding customer service, and an atmosphere of mutual respect. To the extent possible, Stangenes will support opportunities for employee professional development.

The Customer Service Manager is the main point of contact for customer questions or inquiries. The ideal candidate must determine customer needs, effectively communicate those needs within the organization, and work with all functional areas to deliver on necessary actions.

Responsibilities:

  • Respond to customer inquiries with product information and quotes, involving engineering when appropriate
  • Work closely with planning to obtain accurate lead times for customer quotes
  • Manage customer relationships, complaints, and escalations; ensure healthy relationships and timely results
  • Track customer orders to ensure on-time delivery, inform customers when changes need to be made to delivery dates
  • Crate all documents needed for domestic and international shipping
  • Create and mail customer invoices
  • Track all returned goods, including issuing Return Material Authorizations (RMA) numbers and entering information into appropriate databases for reporting and tracking
  • Work with all departments and individuals involved in the completion of customer orders including manufacturing, quality control, shipping and the President for complex orders or customer issues
  • Working with cross functional teams to find improvement opportunities, not blame

Qualifications:

  • BA or BS degree, or equivalent work experience
  • Five years customer service experience required; manufacturing industry experience strongly preferred
  • Preference of 2-5 years of experience working with ERP/ MRP or similar software
  • Ability to communicate diplomatically, and articulately over the phone, via email and face-to-face across all levels internally and externally is essential
  • Excellent data entry and organizational skills
  • Able to handle multiple interruptions and adjust priorities throughout the day, while continuing to produce accurate, detailed work
  • Proficiency in use of MS Office applications including Word, Excel and Outlook.
  • Verbal and interpersonal skills that enable effective interdepartmental communication
  • Ability to work with cross-functional teams to resolve issues

Stangenes Industries, Inc. is an Equal Employment Opportunity employer.

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