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Customer Service Manager

2 months ago

Amory Mississippi, United States ITT Inc. Full time
Job Summary

We are seeking a highly skilled Customer Service Supervisor to join our team at ITT Inc. as a key member of our Customer Service Department. The successful candidate will be responsible for directing the actions of the Amory Customer Service team to support the activities of the Sales and Operations organizations.

Key Responsibilities
  • Achieve customer service objectives through supervision of customer service personnel and regular interaction with Operations and Sales departments to meet customer requirements.
  • Work with the Customer Service Manager to establish service metrics, monitor data, evaluate results, and implement process changes.
  • Prepare and execute action plans to implement changes.
  • Monitor workload of Customer Service personnel and create quotes and manage orders as necessary.
  • Optimize communications and collaboration between Customer Service, Field Sales, and Operations.
  • Manage and organize responses to customer inquiries within the required timeframe and handle all customer complaints.
  • Review quotes and support sales team with getting approvals, on required Project Approval forms, from valve management and reviewing margin analysis.
  • Ensure all orders are processed on time and accurately, and where necessary, provide training, guidance, and advice to eliminate errors/mistakes.
  • Ensure compliance with all appropriate ISO procedures and policies, and consistently ensure alignment with the Company's business objectives.
  • Participate and support audits of our business as required.
  • Support Product Management on product price increases.
  • Manage pricing and distributor contracts.
  • Accomplish customer service human resource objectives by recruiting, selecting, orienting, training, assigning, scheduling, coaching, and counseling coworkers; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
Requirements
  • Previous Customer Service experience with emphasis on resource planning, department action planning, and methods of review.
  • Proactive leadership role in identifying emerging needs with respect to process improvements; successfully work with & facilitate customer service needs with other departments across the organization for effective implementations.
  • Work with Sales on the negotiation and implementation of pricing contracts, alliance procedures, major proposals, etc., wherever applicable.
  • Bachelor's degree (B. A./B.S.) from four-year college or university and minimum of 6 – 8 years related experience, three of which must be in a supervisory capacity.
  • Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
  • Ability to write reports, business correspondence, and procedure manuals.
  • Ability to effectively present information and respond to questions from groups of managers, clients, and customers.