Customer Service Director
5 days ago
Job Summary:
Mestex is seeking an experienced Customer Service Manager to oversee our Inside Sales and Parts Sales departments, ensuring seamless operations, excellent customer service, and enhanced team performance.
Key Responsibilities:
- Support the Existing Distribution Channel:
- Establish and monitor performance metrics for inside application support personnel.
- Develop programs and procedures that enhance teamwork and response times.
- Implement programs and procedures that manage and improve the handling of "specials."
- Sales Order Processing:
- Set and monitor performance metrics for order processing personnel.
- Establish programs and procedures that reduce queuing time.
- Customer Service Management:
- Oversee all customer service activities to ensure timely and accurate responses to customer inquiries and issues.
- Develop and implement customer service policies and procedures to improve customer satisfaction and loyalty.
- Monitor customer service metrics and take corrective actions as needed.
- Train and mentor customer service representatives to ensure they have the skills and knowledge to perform their roles effectively.
- Evaluate and Improve the "Front End" Process:
- Manage order information flow from receipt to engineering hand-off.
- Implement programs and processes that maximize the advantages of ERP software.
- Manage EDI and "near-EDI" interfaces with customer purchasing and IT departments.
- Quality and Environmental Management:
- Conform to all Quality and Environmental Management System policies, objectives, and obligations.
- Additional Responsibilities:
- Perform other related duties and responsibilities as assigned.
Requirements:
- Experience with commercial/industrial/institutional air handling and air conditioning products.
- 5+ years in a Business-to-Business commerce position.
- Experience with logistics, fulfillment processes, and customer service management.
- Strong oral and written communication skills.
- Familiarity with CRM software applications.
- Presentation experience including Word, Excel, and PowerPoint applications.
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