Customer Service Manager

JOB PURPOSE or JOB SUMMARY:

The Customer Service Manager will directly supervise all day-to-day operations of the customer service team. This role will provide leadership and guidance for the team through changes to the business landscape and business processes. The Customer Service Manager will drive for total customer satisfaction and transparent communication with both internal and external stakeholders.

Contributes to a positive working culture, builds strong relationships, and lives out the values of integrity, collaboration, and accountability.

ESSENTIAL DUTIES and RESPONSIBILITIES:

• Manage daily operations of customer service department
• Develop and monitor metrics to measure effectiveness of customer service department and identify opportunities for improvement
• Collaborate with other departments to develop efficient processes and address improvement opportunities
• Provide training to team members and develop training materials including work instructions and procedures to document processes in accordance with ISO9001
• Responsible for identifying and executing continuous improvement activities to streamline the customer service department focused around providing the best experience possible for our customers
• Administer performance management through regular employee meetings, annual performance reviews, and employee coaching
• Develop employees for growth and improvement, fostering an environment of personal and professional growth
• Manage and develop relationships with key contacts at customers not limited to but including buyers, planners, and engineers.
• Promote effective communication with customers, both internally and externally related to all business aspects
• Provide working customer service support such as preparing quotes, entering sales orders, monitoring orders, and processing customer requests
• Responsible for providing support to Regional Sales Managers in quoting, reporting, and identifying parts
• Manage the customer forecasting process to facilitate production planning and purchasing in advance of customer demands
• Manage and build customer relationships to facilitate future growth.
• Empowered to make decisions on minor schedule and order changes to provide the best service to the customer
• Monitoring profit margins for sales orders by utilizing Price Inquiry tool, Quoting Matrix, part specific quotes, and other reporting tools
• Work with Planning to confirm status of jobs and delivery timeline. Communicate any delivery changes to customer in advance
• Understand product lines and technical aspects of individual products as they apply to customer applications
• Responsible to create and maintain various reports that track progress and trends regarding sales activity, account status, and projects as requested by customers or management
• Provide support to other JEM personnel as requested
• Interact effectively with internal departments, including purchasing, engineering, operations, shipping/receiving, quality, accounting, and sales
• Complies with all JEM policies and procedures, including ISO, OSHA, and AWAIR requirements
• Maintains regular and predictable attendance
• Performs other duties as assigned

An individual in this position must be able to successfully perform the essential duties and responsibilities listed above. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.

COMPETENCIES:

• Excellent verbal, written communication, and organizational skills
• Self-direction to work independently or within a team environment.
• Ability to lead a team both as manager and peer
• Build and maintain strong relationships across all levels of the organization.
• Ability to meet project deadlines with a focus on details.
• Accountable to achieve assigned goals.
• Actively participate as a member of cross-functional teams
• Highly organized and able to manage multiple tasks at a time

QUALIFICATIONS:

• 5 years experience in a manufacturing environment
• 5 years experience working with formal ERP system (Epicor, SAP, Infor, Oracle, etc.)
• 3 years experience in customer service-related role
• 2 years experience supervising and leading a team of people
• Strong personal presence and comfortable presenting to others
• Bachelor/4-year degree (preferred)
• Experience working with CRM (preferred)
• Experienced with Microsoft Office products including Word, Excel, PowerPoint, and Outlook

PHYSICAL AND MENTAL DEMANDS:

• Frequently required to sit at a desk/workstation for long period of time.
• Ability to work at a computer terminal for extended periods of time.
• Digital dexterity and hand/eye coordination in operation of office equipment
• Light lifting and carrying of supplies, files, etc.
• Ability to speak to and hear employees/clients via phone or in person.
• Body motor skills sufficient to enable incumbent to move around an office environment.
• Ability to analyze unique situations and develop appropriate response.
• Additional Mental Requirements: compare, decide, direct, problem solve, analyze, instruct, interpret.

The mental and physical requirements described here are representative of those that must be met by an individual to successfully perform the essential functions of this position.

WORKING ENVIRONMENT:

• Office hours average 40 per week
• Work performed in an indoor office setting.

The work environment characteristics described here are representative of those an individual encounters while performing the essential functions of this position.

Salary:

$80,000 - $95,000

Benefits:

• Health Insurance
• Dental Insurance
• Flexible spending account with employer contribution
• Health savings account with employer contribution
• Life Insurance
• Pet Insurance
• Employer-paid short-term disability and long-term disability
• 401(k) matching
• Identity theft protection
• Internal Company Wellness Program with ability to earn discount off employee rate
• Paid time off (PTO) and Birthday PTO
• Employee Assistance Program
• Tuition Reimbursement
• Vision Insurance

"We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, or any other characteristic protected by law."