Customer Service Operations Manager

General Summary:

We are seeking a dynamic and experienced Customer Service Manager for Contract Manufacturing division to join our team in a hybrid capacity, balancing both in-office and remote work environment. This role will be responsible for planning, organizing, and operating the Customer Service Department in a manner that ensures the service provided meets or exceeds customer requirements.

Essential Duties:

· Learn Flambeau Contract Manufacturing capabilities and services

· Hiring, training, development and managing of Customer Service Representatives (CSR’s)

· Prepare, revise and maintain all functional relevant SOPs and Work Instructions for the department

· Ensures that CSR responsibilities are performed accurately, on time and promotes and encourages growth

· Lead the internal cross-functional departmental engagement required to ensure timely and accurate communication and information is routinely provided to the CSR staff related to customer orders, delivery date commitments, changes in previously reported information, expedite requests, etc.

· Directs/sets the prioritizing of customer requirements when conflicts and competing priorities arise.

· Ensures that communication to the customer is executed in a proactive (in advance) and timely basis.

· Proficiency with all ERP modules related to the Customer Service function.

· Ensures CSR’s develop “closeness to the customer” intimacy with key personnel at their assigned customers.

· Ensures that the CSR function is knowledgeable and proficient with the customers EDI and Portal processes and functions, and Scorecards are accurate and maintained for assigned customers.

· Strict adherence to all QMS policies and procedures, participates in related audits as required.

· Where applicable, oversee the CSR department responsibilities of customer Stocking Agreements, Min-Max Agreements and the like.

· Support to the Business Development Managers activities with existing customers, as needed.

· Support to the Director of Sales, VP-Sales and President/CEO, as needed.

· Manages the CSR’s in maintaining a rolling 12 month Sales Forecast to include new and existing parts.

Qualifications:

• 3-5 years managing customer service in a manufacturing environment.
• Strong leadership and coaching skills
• Excellent and communication and interpersonal skills.

Job Type: Full-time

Pay: $70,000.00 - $85,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Flexible schedule
• Flexible spending account
• Health insurance
• Paid time off
• Tuition reimbursement
• Vision insurance

Schedule:

• 10 hour shift
• 8 hour shift
• Day shift
• Monday to Friday

Education:

• Associate (Preferred)

Experience:

• Manufacturing: 3 years (Preferred)
• Customer service Management: 3 years (Required)

Ability to Commute:

• Madison, WI (Required)

Willingness to travel:

• 25% (Preferred)

Work Location: Hybrid remote in Madison, WI

Salary : $70,000 - $85,000