Manager of Customer Service

To learn more about our culture follow up on Facebook: https://www.facebook.com/genmet or on Instagram: GenMetCorp

Summary

GenMet Corp. () is a value-added contract metal fabricator in Mequon, WI with a strong commitment to team member growth, customer satisfaction and community engagement. We are searching for a Customer Service Manager who will be responsible for delivering exceptional customer service. The Customer Service Manager works closely with Sales, Engineering, and Operations to support our customers’ requests. They model and support our company culture and values, ensures the customer service department operates effectively to deliver outstanding customer satisfaction by understanding customer needs and proactively responds timely and accurately. They passionately support manufacturing, team member development and STEM education within GenMet and our community. GenMet offers a strong compensation package with the following benefits: paid holidays and vacation; 401K match; health, dental, vision and life insurance, education assistance.

Duties and responsibilities

• Lead, model, and promote a culture of honesty, integrity, teamwork, responsibility, adaptability, and continuous learning and improvement with the highest ethics.
• Deliver exceptional customer value:
• Build and develop effective long-term relationships with customers by establishing and maintaining good rapport, using positive language and anticipating needs
• Ensure GenMet is fully acquainted with our customers’ requirements for quality and on-time delivery.
• Ensure customer purchase orders and revisions are entered promptly with all customer requirements (price, invoicing, packaging, labeling, etc.) identified and implemented appropriately. Make sure all Customers are aware of and accept GenMet’s terms and conditions for supplying parts
• Manage customer interactions - compiling documents and forwarding information to interested parties – including solicited and unsolicited customer feedback.
• Deliver prompt and clear responses to customer inquiries and questions for customer understanding and acceptance
• Initiate Non-Conformances and Corrective Actions from customer feedback as needed. Ensure issue resolution through the appropriate resource.
• Provide customers with Return Material Authorization, enter and monitor rework jobs as necessary and enter related information in the Quality Toolkit.
• Improve metrics for: customer satisfaction, order entry accuracy and timely acknowledgement, response and resolution time.
• Create, maintain and control customer part files.
• Develop, revise and continuously improve GenMet’s order entry and customer service instructions, policies, and procedures.
• Maintain customer records and related documentation. Ensure customers’ intellectual property is protected at all times.
• Responsible for hiring, supervising, training, and evaluating team members.
• Support compliance with ISO9001, ITAR, OSHA, DNR, other applicable standards and Non-Disclosure Agreements.
• Perform other duties as required.

Qualifications

• Manufacturing, business or communication degree or equivalent experience (5-7 years) in a relevant industry is required
• Responsiveness, thoroughness, attention to detail, perseverance and follow through are necessary.
• Well organized, attention to detail and self-directed to complete tasks in a timely manner
• Effectively communicates internally and externally to gather information, ask questions and support issues or needs
• Strong organization and analytical skills, attention to detail and self-directed to complete tasks in a timely manner required
• Proficient in Enterprise Resource Planning (ERP) systems (JobBOSS preferred) and MS Office (Word, Excel, Powerpoint) required

Physical Requirements

• Must be able to safely and successfully perform the job duties and responsibilities.
• Must be able to travel locally 5-10% of the time.
• Must be able to stoop, bend or reach above the shoulders. The employee must occasionally lift up to 25 Lbs.

GenMet is an Equal Opportunity and Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Job Type: Full-time

Pay: $60,000.00 - $80,000.00 per year

Schedule:

• 8 hour shift

Work Location: In person

Salary : $60,000 - $80,000