What are the responsibilities and job description for the Customer Service Manager position at Murrelektronik?
About Murrelektronik
Murrelektronik's success is built on committed employees, innovative products, customer centricity, effective logistics and quality consciousness. As a leading international company, we're proud of our long-term connections with customers and employees alike.
We prioritize employee satisfaction and offer various services and benefits to support this goal. Our benefit package includes medical, dental and vision services, tuition reimbursement, annual uniform stipend, flexible work environment and more.
Learn about working at Murrelektronik and explore our opportunities online.
Summary
The Customer Service Manager oversees assigned customer service teams within the Customer Experience division. They participate in recruitment, mentoring and development of team members, ensuring their progress and understanding of company goals. This role requires excellent communication and leadership skills, as well as the ability to guide others successfully. The Customer Service Manager plays a key role in improving the customer experience, creating engaged customers, and facilitating organic growth.
Key Responsibilities
Murrelektronik's success is built on committed employees, innovative products, customer centricity, effective logistics and quality consciousness. As a leading international company, we're proud of our long-term connections with customers and employees alike.
We prioritize employee satisfaction and offer various services and benefits to support this goal. Our benefit package includes medical, dental and vision services, tuition reimbursement, annual uniform stipend, flexible work environment and more.
Learn about working at Murrelektronik and explore our opportunities online.
Summary
The Customer Service Manager oversees assigned customer service teams within the Customer Experience division. They participate in recruitment, mentoring and development of team members, ensuring their progress and understanding of company goals. This role requires excellent communication and leadership skills, as well as the ability to guide others successfully. The Customer Service Manager plays a key role in improving the customer experience, creating engaged customers, and facilitating organic growth.
Key Responsibilities
- Mentorship and Development: Annual reviews, performance improvement plans, and employee-centric metrics.
- New and Existing Relationships: Senior customer experience leader across the customer base for strengthened partnerships and new advocates.
- Thought Leadership: Credibility and trust in your team.
- Team Growth: Initiatives to increase engagement and growth.
- Customer Growth: Initiatives to increase revenue conversion.
- Escalated Inquiries: Manage and respond to inbound customer service inquiries via phone, cases, and email.
- Order Lifecycle: Accurate order entry, delivery updates, and invoice receipt.
- Pricing and Availability Quotes: Create and deliver quotes as needed.
- Customer Issues: Resolve in a timely manner, handle escalated matters with urgency.
- Internal Updates: Provide customer perspectives, risks, strategic insights, executive briefings, and requests.
- Cross-Functional Collaboration: Ensure client issues are addressed and resolved.
- Product Applications: Advanced familiarity with product applications.
- Skillset Scalability: Scale up and down to support the Customer Experience Leadership Team and customer service team.
- Training and Meetings: Attend training sessions and in-person client meetings as required.
- Minimum 3 years managing or leading a customer-facing team.
- Minimum 5 years of senior-level customer service experience.
- Advanced familiarity with SAP or similar ERP systems.
- Advanced familiarity with Salesforce or similar CRM systems.
- Microsoft Office applications (Outlook, Word, Excel, PowerPoint, etc.).
- Strong oral and written communication skills for strategic presentations to executive stakeholders.
- Bi-Lingual preferred.
- Detail-oriented and ability to provide high-quality work under pressure.
- Ability to be open and adaptable to change.
- Strong customer focus, empathetic, friendly, good energy, and positive demeanor in the workplace.
- Excellent time management skills and ability to multi-task when under pressure.
- Strong interpersonal & communication skills and ability to work well in a peer-driven team environment.
- Emotional intelligence in the workplace and while interacting with others.
- Murrelektronik's Core Values.
- Bachelor's degree in business or other degree-related field preferred.
- Occasional travel required for this position.
