What are the responsibilities and job description for the Customer Service Manager/Production Planner position at Bodycote?
Customer Service Manager(Shipping and Receiving experience strongly preferred)!
Production Planners welcome
Production Planners welcome
Our people are the heart of our business. As the world’s largest provider of thermal processing services, Bodycote employs thousands of highly skilled staff around the globe, some of the best engineers, scientists, and technicians in the industry. Come join our team!
Due to the nature of our business and a heavy industrial market, Bodycote deems this position to be safety-sensitive.
Summary: Based in Rutland, VT, and reporting General Manager, the scope of this position is to act as a liaison between the customers’ needs and the timely delivery of parts and services. The position requires close interface with the Production Manager and Quality Control while supervising the Shipping/Receiving Department. The position works with minimal supervision and within established guidelines as set by the General Manager.
Essential Job Functions (Duties and Responsibilities): The primary duties consist of, but are not limited to the following.
- Responsible for training and supervising the shipping and receiving departments.
- Performs customer service activities; provides delivery dates and updates on parts.
- Creates POs for incoming orders.
- Ensures production schedule in each area of the plant is prioritized according to customer needs and all shifts are aligned.
- Leads team in ensuring priority jobs are expedited through the process.
- Resolves shipping and receiving errors.
- Responds to identified customer issues and requests for special handling, services, quotes, and inquiries.
- Responsible for review of customer purchase orders with respect to pricing, etc.
- Coordinates and expedites outside processing to meet customers' delivery requirements.
- Coordinates commitments made to customers to ensure timely deliveries, working closely with the Production team.
- Recommends changes that will improve the accuracy of projected delivery of parts.
- Interfaces closely with division Metallurgist, Sales, and Quality Manager during the quotation process regarding facilities and capabilities.
- Assists the General Manager in obtaining settlements of customer claims and assists the Quality Manager in coordinating reworks.
- Implements Continuous Improvement ideas with the team resulting in higher efficiency, better quality, and improved safety.
- Must work in a manner consistent with the EMS.
- May have access to proprietary and third-party information necessary to the business and as such will perform duties in an ethical and professional manner.
- Performs other duties as dictated by position or required by the General Manager.
- Must have the ability to report for work on time, follow directions, interact effectively with co-workers, understand and follow rules and procedures, and accept constructive criticism.
Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
- This position must satisfy ITAR compliance requirements, therefore candidates must be U.S. Citizens or Permanent Resident Card Holders.
- Bachelor of Science Degree or High school diploma with equivalent work experience.
- Capable of reading and interpreting blueprints.
- Must have a minimum of 5 years of Supervisory experience.
- Preferred to have a minimum of 2 years of Production Control/Planning experience.
- Must have a minimum of 2 years of Customer Service experience.
- Must be capable of providing customers with accurate prices of work to be performed, by reviewing blueprints and estimating time required to fixture and process parts.
- Language Skills: Must be able to communicate effectively orally and in writing.
- Requires effective communication skills for interfacing with top management levels, shop supervision, and customers.
- Preferred to have Aerospace experience and be familiar with the various specifications and regulations.
- Requires ability to instill confidence in customers through an understanding of needs and maintain a high level of credibility.
- Must be tactful, diplomatic, and patient when handling customer complaints.
- Knowledge of computer applications is required. Must have ERP/MRP experience along with strong working knowledge of Excel and comfortable using Power BI.
- Must have the ability to report for work on time, follow directions, interact effectively with co-workers, understand and follow rules and procedures, and accept constructive criticism.
- Must demonstrate the ability to read, write, and communicate in the English language.
- May have access to compensation information of other employees or applicants in this role and as such cannot disclose the pay of other employees or applicants to other individuals.
- Strongly preferred to have formal Lean training and experience utilizing multiple Lean tools.
Physical & Mental Demands: The following physical and mental demands consist of, but are not limited to the following.
- Must be able to work in a sitting position for extended periods of time (at desk, while driving, and/or on airplane travel) in an office/industrial environment.
- Must be able to stand and walk for extended times.
- Manual dexterity to perform data entry functions.
- Ability to bend, pull, stoop, and reach to perform functions.
- Ability to lift 25-30 lbs.
- May be exposed to heat, fumes, noise, humidity, etc.
- Must have the cognitive and mental capacity to perform essential job functions.
- Must be able to communicate effectively orally and in writing.
- Visual acuity to read documents, computer screens, files, etc.
- Ability to hear in person and via phone.
The statements herein are intended to describe the general nature and levels of the work performed by employees but are not a complete list of responsibilities, duties, and skills required of personnel so classified. Furthermore, the job description does not constitute a written or implied contract for employment. Bodycote reserves the right to revise or change job duties and responsibilities as the need arises.
Bodycote is an Equal Opportunity Employer and does not discriminate against current and prospective employees based on race, religious creed, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, age for individuals over forty years of age, military and veteran status, sexual orientation, or any other basis protected by applicable federal, state and local laws.
