What are the responsibilities and job description for the Customer Service Manager position at CPM Crown?
CPM Holdings, Inc. is a diversified leading global supplier of process equipment and engineered technologies that sustainably feed, fuel, and build a better world. With its growing family of 17 market-leading product brands, CPM serves a variety of industries including animal feed, consumer food, green energy, advanced materials and sustainable packaging. Founded in 1883, CPM has 1,700 employees across 36 facilities on 4 continents with presence in 150 countries. From the foods you eat to the fuels you require, CPM plays an important role in making the world more efficient and more sustainable. For more information, visit OneCPM.com.
Position Summary:
The Customer Service Manager role is responsible for managing an industry leading customer service effort for CPM’s North America customers. The Customer Service Manager oversees the long term strategies and day-to-day operations of the customer service team with a focus on improving operations, standardizing processes, increasing efficiency, growing aftermarket sales, and ensuring CPM’s customers are served in a timely, professional manner.
Key Responsibilities:
Position Summary:
The Customer Service Manager role is responsible for managing an industry leading customer service effort for CPM’s North America customers. The Customer Service Manager oversees the long term strategies and day-to-day operations of the customer service team with a focus on improving operations, standardizing processes, increasing efficiency, growing aftermarket sales, and ensuring CPM’s customers are served in a timely, professional manner.
Key Responsibilities:
- Oversee day-to-day operations of the customer service team, with team members in multiple locations
- Create long term vision and strategy for the customer service team that aligns with the company’s goals and objectives
- Responsible for personnel management to maintain a strong team through training, policy deployment, process improvement, employee engagement, career development, and succession planning.
- Standardize aftermarket quote to cash process.
- Develop and establish metrics that can be measured, tracked, and acted upon such as customer response times and escalation.
- Work closely with the team on countermeasures where metrics are not being met.
- Leverage technology tools or software systems to develop internal automation and improvements.
- Review current customer services roles & processes to search for improvements that can be implemented in terms of efficiency and productivity
- Implement changes that drive customer satisfaction and enhance the customer experience while meeting the company’s goals.
- Build relationships with customers and sales representatives
- Work across multiple departments within the organization for optimal success in the following, but not limited to, pricing, delivery, customer contracts, logistics.
- Work with customers to collect their feedback and use to drive change within the customer service organization.
- Customer focused, trustworthy, team player, results focused, adaptability, attention to detail
- The ideal candidate will have a minimum of 4 years of professional experience within sales, logistics, customer service, or order fulfillment, as well have strong time management skills, ability to meet deadlines, and a strong work ethic.
- Experience leading and/or managing a team
- Strong grasp on sales tactics and customer relations
- Creating training programs and process improvement
- Exceptional communication (written and oral) skills
- Experience successfully managing multiple accounts simultaneously, collaboration and working successfully with multiple departments
- Experience using ERP and CRM systems
- Technical, mechanical or engineering experience is not necessary but would be helpful with for training to understanding CPM equipment
- 2-year degree required
- 4-year degree in Business, Engineering, or Agriculture related field preferred or equivalent work experience
- Proficient with Microsoft programs including Word, Outlook PowerPoint, and Excel
- Effective organizational, interpersonal and communication skills
- Technical knowledge base and the desire to learn more
- Dependability, attention to detail and the ability to follow and interpret procedures
- Ability to multi-task and handle stressful situations regularly
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