Customer Service Manager

POSITION SUMMARY

Responsible for the management and development of the Inside Sales department including the following duties.

POSITION DUTIES and RESPONSIBILITIES:

• Manage up to 3 subordinate supervisors that are responsible for the overall direction, coordination, and evaluation of their teams.

• Direct supervision, development, performance management and recognition of Inside Sales department associates.

• Resolve customer and internal issues to support on-time customer delivery and satisfaction.

• Coordination of resources to meet company and customer requirements.

• Drive the development of associates in a positive, productive environment.

• Develop customer relationships and participate in customer visits.

• Manage credit approvals or make recommendations for alternate options after evaluating financial and relationship impact on quality issues or credit requests.

• Support business operations by providing timely and accurate information on customer’s invoiced sales and sales orders.

• Actively participate in with other departments to meet customer (internal and external) requirements.

• Review applications, interview, screen and recommend job applicants to fill Insides Sales job openings.

• Manage HR systems and processes for department personnel (time and attendance, performance reviews, etc.).

• Apply and ensure compliance with all company, and corporate policies and Core Values.

• Apply Lean principles in own work performance and drive Lean applications in company operations.

• Help with account management of internal customers.

• Other duties may be assigned.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily with or without reasonable accommodation. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  Other duties may be assigned and required. 

EDUCATION and EXPERIENCE REQUIREMENTS

• Bachelor’s degree in business or related field, 3-5 years related experience (supervisory, customer service, inside sales) or equivalent combination of education and experience.

OTHER REQUIREMENTS        

• Previous success in the leadership and development of teams.

• Track record as a proven problem-solver.

• A balanced approach to serving both company and customer interests.

• Prior experience managing customer relationships and/or the inside sales/customer service function, preferably in a manufacturing environment.

• Above average computer proficiency and a desire to drive process improvement through use of technology.  ERP/MRP and Microsoft Excel experience preferred.

• Strong written and verbal communication skills including motivation and negotiation.

• Quality orientation and high attention to detail.

• Project management experience and the ability to multi-task.

• Financial acumen – understanding profit/loss, pricing and discounting concepts.

• Familiarity with Lean business concepts is preferred.

WORK ENVIRONMENT

Mostly an office environment with occasional visits to the manufacturing floor (proper PPE must be worn on manufacturing floor). 

TRAVEL REQUIREMENTS

10% - one week per quarter, plus 1-2 times a year additional for corporate, training, etc.

Apogee and our brands are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status or any other characteristic protected by state or federal law.

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Apogee and our brands are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status or any other characteristic protected by state or federal law.