Customer Service Manager

The Customer Service Manager (CSM) is responsible for defining the strategy and business plan for front end operations, managing and leading customer service teams, supporting strategic initiatives for the plant and the company, and partnering with production, shipping, executive management, and customers to achieve optimal customer satisfaction.

Major Job Responsibilities:

Business Excellence

· Partner with production, shipping, maintenance, and scheduling teams to review product backlog and production performance to identify opportunities to optimize functional efficiencies

· Ensure customer satisfaction through efficient scheduling

· Partner with Pre-Pricing Specialist to ensure accuracy of estimates for customers

· Review invoicing and A/R communications to proactively identify and resolve discrepancies

· Balance production workload volume across plants in partnership with Production Planners and leadership when appropriate to support customer needs

· Review customer specifications with production team to ensure accurate and efficient production

· Monitor and review finished goods inventory and ensure necessary actions are taken to ensure it is minimized

· Report out production status and forecast daily with production leadership and team to ensure customer needs are being met

· Partner with Pre-Pricing Specialist and Customer Service Representatives to validate and approve all customer specifications

· Serve as an escalated point of contact for customer issues by supporting Customer Service Representatives with issue remediation and communication with customers as necessary

· Participate in projects supporting plant and/or companywide strategic initiatives (e.g. margin enhancement efforts, overall equipment effectiveness efforts) by providing critical customer service expertise and insight to inform decisions and recommendations

· Support system integrations to transition product specifications and other data from one system to another as needed

People and Culture

· Continuously communicate with Customer Service Representatives, manufacturing partners, and sales to align on the current state and ensure operational efficiencies are achieved to meet customer needs

· Provide ongoing coaching and feedback to Customer Service Representatives to enhance their performance and support their career growth and objectives

· Ensure alignment and functional efficiencies are achieved across the team of direct reports (Customer Service Representatives) through daily communications

· Conduct annual performance reviews to drive enhanced performance and build capability in team of Customer Service Representatives

· Coach and guide Customer Service Representatives to effectively support customers and resolve customer issues

· Lead training for customer service representatives on specific topics or best practices to enhance their understanding and performance

Critical Skills / Capabilities:

· Communication: Creates and delivers engaging presentations to internal and external audiences; develops new communication strategies and approaches to communicate data, insights, and critical messages resulting in clear understanding

· Leadership: Leads and motivates a team of people to achieve performance excellence; ability to read people and situations and adjust approach accordingly; proactively leads and enforces initiatives that drive organizational effectiveness; teaches others how to build trust-based relationships

· Customer-Oriented: Proactively assesses and effectively resolves customer issues quickly; proactively communicates with customers to ensure alignment and satisfaction; ensures that quality improvements meet the needs and expectations of a diverse customer base; consistently operates with customers' best interests in mind

· Decision-Making: Uses strong problem-solving skills and supporting information to arrive at optimal decisions in an appropriate timeframe; knows when to decide and/or when to seek additional input, and drive for consensus

· Time Management: Plans, prioritizes, and manages time spent on accomplishing tasks to increase productivity and efficiency; demonstrates awareness and control over amount of time spent on activities; meets deadlines

· Collaboration: Works effectively with others to complete a task or achieve a common objective; ability to cooperate in both interpersonal and team relationships to foster enthusiasm and maintain mutual trust, candor, and respect for others. Works through conflict constructively

· Problem-Solving: Applies knowledge to frame, simplify and solve complex issues; focuses on identifying root causes to create solutions in a timely and decisive manner; reconciles conflicting and/or incomplete information to develop solutions

Technical Skills:

· Microsoft Office – Excel, Outlook, PowerPoint

· Order entry systems

Experience:

· Required: 5 years of customer service related work experience

· Preferred: 3 years of supervisory experience managing a team

· Preferred: 3 to 5 years of manufacturing industry experience

Education:

· Required: High School diploma or G.E.D.

· Preferred: Bachelor’s degree

Job Type: Full-time

Pay: $60,000.00 - $70,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Flexible spending account
• Health insurance
• Paid time off
• Parental leave
• Retirement plan
• Tuition reimbursement
• Vision insurance

Experience level:

• 5 years

Shift:

• 8 hour shift
• Day shift

Weekly day range:

• Monday to Friday

Ability to commute/relocate:

• Clinton, IA 52732: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Customer service: 5 years (Preferred)

Work Location: In person

Salary : $60,000 - $70,000