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Customer Service Manager

3 months ago

Leesburg, United States Woodgrain Full time

Purpose 
How does the position contribute to the success of the operation, division and company?
The Customer Service Manager will have ownership of all aspects of customer service interactions. Provides customer support throughout the entire order process; order placement, basic pricing, general inquiries regarding product availability and lead-times, order status updates and acts as an in-between for customers needing support from production/scheduling, shipping, and credit/invoicing. 


Essential Duties, Responsibilities, Expectations and Performance Measures What measures or metrics will the individual be measured on and what level of performance is required?  Other duties may be assigned.

Manages a team of assigned customer service representatives and ensures they comply with company guidelines particularly related to quality of service.
Receive and processes orders from customers into Woodgrain’s ERP system (SAP) and maintains system for filing and tracking all customer interactions.
Handle incoming calls, e-mails and other correspondence in a timely and accurate manner to provide exceptional customer service while building and maintaining relationships with customers.
Maintain customer pricing files and assists in updating pricing and communicating price changes to customers.
Gather and submits all necessary information for the creation of new part numbers used in the order entry and production processes. 
Assist Regional Managers in daily activities to grow the business, including providing quotes, processing credits, sales reports, order updates and other information and tasks as requested. 
Support the scheduling, production, and shipping departments by being the primary contact for the customer regarding questions that may arise throughout the manufacturing and shipping processes.
Ensure customer needs are understood and satisfied by actively communicating those needs to the appropriate person/group and develop a system for tracking and following up to prevent customer dissatisfaction and complaints.
Develop an understanding of the products and manufacturing capabilities to be able to recommend optimal solutions to customer needs.
Recommend new approaches and procedures to effect continual improvements in customer service.
Identify trends in customer satisfaction or dissatisfaction.
Coordinate and communicate issues and unexpected increases or decreases in demand for products to production, scheduling, and shipping.
Fulfill customer requests for catalogues, information, or samples.
Perform other duties as assigned.

Company Values
What company values are critical for the successful performance of this job?
Integrity
Safety
Servant Leadership
Respect for people
Customer Focus

Knowledge/Skills/Education and Continuous Training 
What skills/certification/education must the individual have/maintain/gain?  Include any degrees, certifications, and licenses required.

Education:
High school diploma or equivalent
Bachelor’s degree in related field or equivalent experience preferred

Knowledge/Skills:
Ability to coach and mentor customer service representatives.
Ability to resolve customer complaints and issues while maintaining a professional and calm demeanor.
Effective verbal and written communication skills.
Ability to work with and understand numbers/formulas/calculations with exceptional  attention to details.
Ability to define and analyze problems and develop timely and effective solutions by evaluating relevant facts to judge and form conclusions.
Professional phone etiquette and skills. Must be able to project a positive and professional image over the phone.
Strong organizational skills and attention to detail.

Experience:
Requires 2+ years of business-to-business customer service experience.

Equipment/Software:
Must be able to navigate SAP 
Proficiency in Microsoft Office including Excel, Word, and Outlook and ability to learn and instruct others on software applications.
Must be able to navigate SharePoint

Reporting Line and Supervisory Responsibilities
This position reports to the Plant Manager
This position has supervisor responsibility for up to three customer service representatives.
Physical Demands and Work Environment 
What working conditions or physical functions are normally required to perform the essential functions of the job?
The physical demands and work environment are representative of a typical office environment, though this person is expected to occasionally be on and work in the manufacturing floor/environment. While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands and fingers to handle, or feel objects, tools or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, crouch or crawl; talk and hear. The employee may occasionally lift or move up to 25 pounds.   This is a full-time position. This position may require long hours and occasional weekend work.