What are the responsibilities and job description for the Customer Service Manager position at JEM Technical?
Job Description
Job Description
Description :
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.
Requirements : COMPETENCIES :
QUALIFICATIONS :
PHYSICAL AND MENTAL DEMANDS :
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 :
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 :
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."
Salary : $80,000 - $95,000
