What are the responsibilities and job description for the Customer Solutions Manager position at AMMEGA?
Individual accountabilities
•Quickly acquire robust knowledge of product, process, and customer service metrics.
•Ensure timely communication to internal and external customers on order status, product lead-time.
•Identify and drive opportunities to improve customer centricity and experience
•Maintain a portfolio of accounts as primary contact
•Act as back-up for team members as needed
•Contribute to cross-functional initiatives to ensure a strong customer service mindset imbedded in both people and processes
•Inform sales team of any significant sales order or quote request
•Take an active role in addressing back orders and/or recurring quality issues. Contact customer accordingly to provide best solutions and ensure customer satisfaction
•Create tools, training materials, and resources for onboarding and continuous improvement
•Provide and interpret relative reporting on KPIs, trends, project status.
•Employee Development and succession planning
Shared accountabilities
•Ensure timely completion of assigned eLearning
•Sales revenue targets
•Quality and Safety Metrics
•Participate in cross-functional meetings as voice of the customer.
•Partner with Peers, Plant Manager, Production Management, Procurement, Product Management, Sales Leadership to ensure best possible outcomes for customers.
Requirements:
•Bachelor’s degree preferred
•8 years of work experience in customer facing roles
•5 years work experience in a people management role (on site and remote)
•Mechanical / Technical Aptitude
•Intermediate to advanced experience in Salesforce CRM, Various ERPs, MS Office Products (Excel, Word, PowerPoint)
•Experience working in distribution and / or manufacturing environments
•Analytical, detail oriented
Call Center experience is a plus.
KPIs
Salesforce Case Queue Closure Rate
Order Intake Response Time
Quote Request Response Time
Quote Conversion Rate
NPS Scores (Customer Satisfaction)
Workload Balance
Dropped Calls
Employee Training Hours / Testing
On Time Delivery - Confirmed
