Customer Service Operations Manager

2 weeks ago

Santa Ana, California, United States Cryogenic Industries Full time

Company Overview: Nikkiso Cryogenic Industries stands as a premier manufacturer of specialized cryogenic gas processing equipment and compact process plants tailored for the liquefied natural gas (LNG), well services, and industrial gas sectors. Our success is driven by a dedicated team of management professionals and a skilled workforce committed to innovation.

Work Environment: We foster a challenging yet rewarding atmosphere within an engineering-focused organization. Our commitment to excellence is reflected in our competitive compensation packages, which include comprehensive benefits such as 401k matching, medical, dental, and more.

Equal Opportunity Commitment: Nikkiso Cryogenic Industries is proud to be an Equal Opportunity Employer. We ensure that all qualified candidates receive fair consideration for employment without discrimination based on race, color, religion, sex, sexual orientation, gender identity, national origin, or veteran status, and we uphold the rights of individuals with disabilities.

Position Overview: The Customer Service Operations Manager will lead the customer service division, ensuring exceptional service delivery and customer satisfaction. This role involves:

  • Establishing customer service standards by engaging with clients, assessing operational environments, and researching industry best practices.
  • Contributing to strategic planning by providing insights and recommendations based on customer service data and trends.
  • Setting and achieving customer satisfaction targets through effective team collaboration.
  • Addressing customer inquiries and resolving issues promptly.
  • Enhancing service quality by analyzing and redesigning processes, setting service metrics, and implementing improvements.
  • Collaborating with the Product Manager to develop product strategies and market requirements.
  • Conducting market research to inform product specifications and pricing strategies.
  • Training sales personnel on new product offerings and developing supporting sales materials.
  • Performing competitive analysis to refine market positioning and improve service quality.
  • Managing communication regarding product updates and sales information.
  • Willingness to travel for business and industry events.

Qualifications:

  • A Bachelor's degree in business or a related field, or equivalent experience.
  • A minimum of five years of customer service experience in an industrial equipment manufacturing setting.
  • Proficiency in product management and customer communication.
  • Strong negotiation skills and the ability to influence stakeholders.
  • Excellent verbal and written communication capabilities.
  • Deep understanding of brand management and marketing communications.
  • Experience in writing business plans and product positioning documents.
  • Ability to lead teams effectively and communicate across all organizational levels.
  • Familiarity with product development processes and Microsoft Office Suite.
  • Experience with CRM software and tools for managing customer relationships.
  • Knowledge of rotating equipment applications, including pumps and turbines, is advantageous.

Physical Requirements: This role operates in a professional office environment, requiring regular communication and the ability to perform tasks such as lifting files and using standard office equipment.

Additional Information: This job description is intended to provide a general overview of the responsibilities and qualifications associated with the position. Duties and responsibilities may evolve over time.

Commitment to Diversity: Nikkiso Cryogenic Industries is dedicated to fostering an inclusive workplace where diversity is celebrated. We welcome applicants from all backgrounds and experiences.

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