Customer Service Manager
2 weeks ago
Summary
Qualified candidates for this position will supervise an energetic team that
supports customers and sales with order processing and information such as
pricing, availability and backlog reporting plus help with product selection and
application guidance. This position reports to Distribution and Customer
Service Manager.
Essential Duties and Responsibilities
Responsible for ensuring Times Microwave provides a high-quality customer
experience.
Lead, motivate and support a team of approximately 12-14 customer account
representatives.
Responsible for order processing in a timely manner and escalation where
needed.
Improve processes to streamline activities, raise customer service
quality.
Create and monitor metrics to measure effectiveness such as quote response
time, order entry time, etc.
Ability to manage up and professionally interact with all levels of
management.
Manager customer expectations, as well as inter-company and
inter-department.
Develop standard training tools and processes to help introduce new people
into the team and ensure a basic level of understanding across team members.
Coordinate with the sales teams on quote tracking, win/loss reporting and
customer service metrics.
Customer service responsibility for large key accounts, ability to coach and
mentor customer relations.
Ability to drive change within a manufacturing atmosphere professionally and
effectively.
Serve as an escalation point for customer concerns.
Help other functions within the company to resolve customer issues such as
credit limits, collections, returns.
Manage expectations between customers and the company on lead times,
expedites, and availability.
Qualifications/Requirements
Minimum 2-year degree or equivalent work experience
Minimum 8-years' experience in inside sales &/or customer service with
supervisory responsibility
Highly organized and personable with a "roll your sleeves up, let's get
this done" attitude
Strong verbal and written communication skills
Familiar with ERP systems - preferably Oracle
Proficiency with excel, CRM, and data analytics
Experience working in a manufacturing company a plus
Able to communicate effectively in a variety of ways - phone, email,
etc.
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