Job Title: Customer Service Manager

Department: Customer Service

Location: Meridian, ID

Reports To: Head of Sales

Job Summary: Kaitech Automation is seeking a dynamic Customer Service Manager to lead, inspire, and coordinate our customer service functions. This role is instrumental in setting up our new Customer Service Department, creating innovative service contracts, and establishing spare parts packages that align with Kaitech's high standards of customer satisfaction and operational excellence.

Key Responsibilities:

• Lead the setup of the Customer Service Department, including systems, processes, and team structure.
• Develop and implement service contracts and spare parts packages that enhance customer satisfaction and generate revenue.
• Create and manage comprehensive training programs for both internal staff and external customers.
• Select and implement customer service management software to optimize ticket tracking and resolution.
• Hire, train, and manage the customer service team, fostering a culture of excellence and continuous improvement.
• Develop a five-year strategic plan for the department that aligns with Kaitech’s long-term goals.
• Identify, procure, and utilize CRM software to analyze product research, customer requirements, and market trends.
• Handle escalated customer issues, particularly for top accounts, ensuring resolution and customer satisfaction.
• Collaborate with cross-functional teams, including sales, logistics, supply chain, engineering, and accounting, to enhance overall customer service.
• Develop and monitor key performance indicators (KPIs) with the Sales Manager and Call Center Operations Lead to assess and improve team performance.
• Ensure compliance with company policies on pricing, business ethics, and sales cost management.
• Lead initiatives to make the Customer Service Department a profit center through innovative business models and strategies.

Qualifications:

• Bachelor’s degree in business administration, Marketing, or a related field preferred.
• Minimum of 5 years of experience in customer service management, preferably in a technology or manufacturing environment.
• Proven leadership skills with the ability to motivate and inspire teams.
• Strong analytical and problem-solving skills, with proficiency in Microsoft Excel, PowerPoint, and CRM software.
• Excellent communication and interpersonal skills, capable of working with various levels of the organization.
• Experience in strategic planning and execution, with a keen understanding of business operations and supply chain dynamics.
• Multilingual abilities, particularly in Spanish, are a plus.

Benefits:

• Competitive salary with comprehensive health benefits (Medical, Dental, Vision Insurance).
• 401(k) plan with company matching.

Company Description:Kaitech Automation is a leader in automation solutions, dedicated to delivering innovative and efficient systems to our clients. Our commitment to excellence and continuous improvement drives us to provide a dynamic and supportive environment for our team members, fostering growth and development at every level.

Application Process: Interested candidates should submit a resume and a cover letter outlining their qualifications and why they are suited for this role to Jocelyn Weiss, jocelyn.w@kaitechautomation.com. Applicants who do not include a resume will not be considered.