Customer Success Assistant Manager

Position Summary:

The Customer Service Manager is a member of the sales team. Primarily this position directs and manages the Customer Service Department and maintains the relationship of customer accounts.

Essential Duties and Responsibilities:

• Understands and performs all of the essential duties and responsibilities listed on the Customer Service Representative Job Description document.
• Provides training and instructions to the customer service department. Plans, assigns work, proofs, makes decisions on special circumstances, modifies and writes procedures as necessary.
• Reviews and signs approval to applicable customer purchase orders, factory production orders, mew customer master files, final pricing changes, check requisitions, and significant RMA’s issued.
• Coordinates and analyzes more complex issues that arise between FCA and our customers, other departments, offices, and the production factories.
• Understands and participates in J-SOX and accounting audits, follow procedures and provides documentation.
• Assists President and Sales Managers with developing ideas, data research, unresolved issues and special reports as necessary.
• Personally manage high priority customers to provide a white glove experience.
• Ensures on-time delivery to meet customer commitments.
• Become a Subject Matter Experts on all products, codes and systems.
• Handles internal and external customer issues in a professional and timely manner.
• Other duties as assigned by management to ensure the success of Futaba.

Supervisory Responsibilities:

Directly supervises employees in the Customer Service Department and carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws. Responsibilities include:

• Interviewing, making hiring recommendations, and training employees.
• Planning, assigning, and directing work.
• Appraising performance, rewarding and disciplining employees, addressing complaints and resolving problems.

Requirements:

• Associate's degree in marketing, general business, or equivalent from a four-year college or university, and
• 2-4 years related experience in customer service, sales and/or marketing administration.
• Knowledge of AS400 software preferred.
• Solid Experience required in use of network programs to control inventory, order processing and purchasing.
• Intermediate MS Office skills, specifically Excel, Word and Outlook are required.

Minimum Skills, Knowledge & Ability Requirements:

• Strong written communication skills: Ability to read, analyze and interpret information, comprehend instructions, correspondence and communicate clearly to complete the business function. Ability to write professional reports, business correspondence, and procedure manuals.
• Strong verbal communication skills: Ability to effectively communicate information in one-on-one and small group situations to customers, clients, and other employees of the organization. Ability to effectively present information and respond to customers and Futaba employees globally.
• Strong organizational skills and detail oriented.
• Intermediate math skills with ability to calculate figures and amounts including discounts, interest, commissions, and percentages.
• Reasoning skills: Ability to solve practical problems and deal with a variety of variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form. Ability to maintain pleasant composure and reasonable control to make decisions to best serve our company and our customers.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions:

The noise level in the work environment is generally quiet.

Physical & Mental 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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions:

• Employee is required to speak and listen.
• Sedentary physical activity requiring reaching, lifting, finger dexterity, grasping, feeling, repetitive motions.
• Visual requirement is for close vision, distance vision, and ability to adjust focus.
• 80% or more time is spent looking directly at a computer.
• Employee is occasionally required to stand, walk (or otherwise be mobile).
• Occasional lifting or moving items up to 35lbs.
• Ability to deal with stressful situations as they arise, apply common sense understanding to carry out detailed but uninvolved written or oral instructions, deal with problems involving a few concrete variables in standardized situations.