What are the responsibilities and job description for the Customer Service Manager position at A P Nonweiler Company Inc?
A.P. Nonweiler Co., Inc is an Industrial Coatings Manufacturer located in Oshkosh, Wisconsin. We are currently looking for a new Customer Service Manager to join our team! If you have previous management experience, a passion for providing exceptional customer service, and an eye for continuous improvement opportunities, we'd love to have you join our team!
The Customer Service Manager is responsible for overseeing a team of customer service representatives, ensuring excellent customer experience, resolving issues, and improving customer satisfaction through collaborating with the Operations and Sales teams, strategic planning, and performance management.
Essential Duties and Responsibilities
- Manage the daily workflow within the customer service department
- Collaborate cross-functionally to resolve customer issues and/or concerns, providing a timely solution
- Analyze customer service data to identify opportunities to improve internal processes and controls and work with the respective parties to create and implement
- Supervise a team of customer service representatives, providing consistent feedback, training, and coaching for continued development
- Respond to customer inquiries on a regular basis, providing support to customer service representatives when issues are escalated
- Develop customer satisfaction goals and coordinate with the team to meet these on a regular basis
- Oversee sales order entry process(es) to ensure accuracy and timeliness
- Manage the return material authorization (RMA) process, including customer communication and resolution
- Manage multiple tasks and responsibilities efficiently
- Other duties as assigned
Required Skills and/or Abilities
- Excellent verbal and written communication skills
- Demonstrated success in customer service
- Familiarity with order processing software and customer management tools
- Effective problem-solving skills which allow the development of innovative solutions quickly
- Time management skills and ability to prioritize tasks
- Experience in change management, continuous improvement, and process optimization is a plus
- Ability to mediate and resolve conflicts
- Strong leadership skills, including the ability to mentor, motivate, and guide others
Education and Experience
- High School diploma or equivalent, required (Bachelors degree in Business Administration, Marketing, or other related field is a plus but not required)
- Minimum of 5 years of proven experience in a customer service role, previous customer service experience in a manufacturing setting a plus
- Experience with ERP and CRM software
Physical Requirements
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
While performing the duties of this job, the employee is regularly required to sit for prolonged periods of time while working on a computer. The employee is occasionally required to stand, walk, or stoop. The employee must occasionally lift and/or move up to 15 pounds.
Work Environment
The work environment described here is representative of those an employee will encounter while performing the essential functions of this job.
An office environment is typical for this position, with occasional visits to the warehouse when necessary. The noise level is generally quiet. Employee will need to be adaptable to changes in the work environment given the need to collaborate in the warehouse, on the plant floor, and in lab settings as well as the office. The employee will be required to wear appropriate personal protective equipment when performing responsibilities within the warehouse (etc. safety glasses, safety toe shoes, etc.).