What are the responsibilities and job description for the Customer Service Manager (Manufacturing) position at N.B. Handy Company?
The Customer Service Manager role is vital to a company’s success and directly impacts customer perceptions, satisfaction, and loyalty. The Customer Service Manager, will oversee the customer service team and ensure high standards of service and efficiency. Along with the CSRs, the manager will also be the first point of contact for our customers, responsible for producing and tracking quotes, providing accurate lead-times, and managing the entire order process from entry to fulfillment. The representative will work closely with production and logistics teams to ensure timely and accurate delivery of orders, while maintaining excellent communication with customers regarding their inquiries and order status.
ESSENTIAL DUTIES AND RESPONSIBILITIES (Other duties may be assigned)
- Team Leadership: Oversee the customer service representatives, providing training and support to enhance performance and develop skills. Foster a positive team environment focused on collaboration and customer satisfaction.
- Performance Metrics: Monitor team performance and customer service metrics, identifying areas for improvement and implementing best practices. Generate reports on service quality, order status, and customer feedback to inform management decisions.
- Quote Management: Produce and track accurate quotes for customers, ensuring all specifications and requirements are met. Respond to customer inquiries regarding pricing and product availability.
- Order Processing: Enter customer orders into the system promptly and accurately. Track and manage the status of orders throughout the fulfillment process, providing updates to customers as needed.
- Lead-Time Coordination: Communicate estimated lead-times to customers and ensure timely follow-up on any changes. Collaborate with production and logistics teams to facilitate efficient order fulfillment.
- Customer Communication: Serve as the primary point of contact for customer inquiries and concerns, providing timely and professional responses. Build and maintain strong relationships with customers to enhance satisfaction and retention.
- Cross-Department Collaboration: Coordinate with production teams to ensure alignment on product availability and scheduling. Work closely with logistics to ensure timely delivery of orders and resolve any shipping issues.
- Documentation and Reporting: Maintain accurate records of customer interactions, orders, and inquiries. Generate reports on order status, customer feedback, and service metrics as required.
- Process Improvement: Identify opportunities for process enhancements and efficiency improvements within the customer service function.
SUPERVISORY RESPONSIBILITIES
N/A
EDUCATION/EXPERIENCE
Bachelor’s degree in business or a related field preferred; equivalent experience will be considered. Proven experience in a customer service role, with at least 5 years in a supervisory or managerial position, preferably in the manufacturing or distribution industry.
CERTIFICATION, LICENSES, REGISTRATIONS
N/A
SKILLS/ABILITIES
- Strong communication and interpersonal skills.
- Excellent verbal and written communication skills.
- Ability to work under pressure.
- Ability to analyze data, generate reports, and identify trends to improve service quality.
- Proficient in Microsoft Office Suite and experience with order management systems.
- Detail-oriented with strong organizational and multitasking abilities.
- Ability to work collaboratively in a team environment and handle challenging situations with professionalism.
PHYSICAL DEMANDS
The physical demands for a customer service representative include the following:
- Sitting for Extended Periods: typically spend much of their time seated at a desk or workstation while using a computer and phone.
- Typing and Data Entry: Frequent typing and data entry are required
- Use of Computer and Phone Equipment: Prolonged use of computer screens and telephone systems.
- Occasional Standing or Walking: While most work is done sitting, CSRs may need to stand or walk occasionally for meetings, training sessions, or to collaborate with colleagues.
- Handling Paperwork: Managing physical documents or files may require some light lifting or carrying.
WORK ENVIRONMENT
Office environment, which may be a dedicated customer service center or part of a larger corporate office.