What are the responsibilities and job description for the Customer Service Manager position at Stabilus?
Stabilus is a global leader in the production of gas springs and dampers on five continents. This position will be located at ACE Controls, Inc., a Stabilus company. ACE is the internationally recognized expert in the field of industrial damping technology. The company’s portfolio now includes automation control, motion control, vibration control and safety products.
This position will be located at our facility in Farmington Hills, MI.
Job Summary
We are looking for a self-motivated professional with experience successfully leading a team of Inside Sales / Customer Service Reps. The responsibility of this position includes developing and maintaining efficient customer service processes, processing orders, developing sale price strategies, generating new quotes, following up on quotes and leads, and supporting the customer service team. The Customer Service Manager is expected to drive continuous improvement activities which support the growth of the employees and the business. The Customer Service Manager, along with the customer service team, is the face of ACE Controls and therefore exceptional communication skills and ability to multitask efficiently are a must.
Essential Job Functions
Leads, supports, and develops the CSR / inside sales team. Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding employees; addressing complaints and resolving problems; providing constructive feedback.
Education, Training, Certifications
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
This position will be located at our facility in Farmington Hills, MI.
Job Summary
We are looking for a self-motivated professional with experience successfully leading a team of Inside Sales / Customer Service Reps. The responsibility of this position includes developing and maintaining efficient customer service processes, processing orders, developing sale price strategies, generating new quotes, following up on quotes and leads, and supporting the customer service team. The Customer Service Manager is expected to drive continuous improvement activities which support the growth of the employees and the business. The Customer Service Manager, along with the customer service team, is the face of ACE Controls and therefore exceptional communication skills and ability to multitask efficiently are a must.
Essential Job Functions
- Quick learning ability to grasp technical knowledge of ACE Shocks, customers, and applications.
- Manage the daily workload of the customer service team, supporting daily activities and ensuring timely communication to customers.
- Communicate information as needed and keep the customer service team up to date on customer and product changes.
- Reads correspondence and accepts phone calls from distributors, direct customers, and Area Sales Managers to determine their needs. Obtains answers quickly and/or maintains customer contact until situations are resolved. Pass on all relevant information to people involved.
- Develops and maintains sale price strategy in collaboration with the Sales Director and General Manager.
- Develops quotes for standard and custom product.
- Follow up on leads and quotes and support a high-level win-rate.
- Prepare and distribute sales orders / contracts.
- Enters sales orders into the ERP database (QAD). Ensure accuracy and efficiency.
- Expedites sales orders maintaining communication with all relevant departments for critical items in need of special attention. Follow up with the CSR as needed.
- Work with Purchasing Manager, Planners and Buyers to ensure we have clear communications on order status for our customers and sales team.
- Ensures the CSR team works professionally with the sales team and all customers. Escalates and resolves any issues which may arise between the sales team and the customer.
- Confers with production personnel to determine feasibility of fabrication and to obtain delivery schedules by product.
- Sets up new accounts in QAD for new customers and manages (on-boarding) these accounts.
- Research any issue related to poor customer satisfaction. Analyze the root cause and develop countermeasures to be implemented.
- Maintain a high customer review rating amongst all sales channels including direct customers, distributors, and ecommerce platforms.
- Maintains Customer Complaint Reports and routinely reviews complaints concerning billing or product failures, attempts to solve the problem or refers complaints to designated departments for investigation.
- Responsible for ISO documentation and ensures the CSR team follows the ISO 9001 work instructions as documented.
- Responsible for training staff on new processes.
- Work directly with Finance to resolve customer credits and debits issues.
- Maintains Export control compliance working with Finance and Shipping to ensure we control countries shipped to in accordance with EAR regulations.
- Responsible for hiring, staffing and performance management of related areas.
Leads, supports, and develops the CSR / inside sales team. Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding employees; addressing complaints and resolving problems; providing constructive feedback.
Education, Training, Certifications
- Two- or four-year college degree required.
- 3 – 5 years of management/leadership experience working in a customer service environment preferably in a manufacturing environment.
- Sound leadership experience to include team building, conflict resolution, training and change management.
- Proven track record of meeting established targets.
- Proven track record of continuous improvement initiatives.
- Experience with ERP software (SAP/QAD)
- Experience working with CRM systems as a high-level user and utilizing to produce reports and analysis.
- Experience maintaining key metrics for area of responsibility.
- EDI experience a plus.
- Willingness and ability to travel up to 15%.
- Team player. Willingness to be a “Go-to” person.
- Self-motivated and self-starter.
- Strong communication skills both oral and written.
- Excellent presentation skills including the ability to prepare an effective and thorough presentation.
- Ability to manage multiple projects and customers simultaneously.
- Proactive approach to work and communication.
- Good interpersonal skills in a cross-functional team.
- Optimistic attitude.
- Willing to take on new challenges as assigned to them and taking them from start to finish.
- Ability to motivate and inspire others to act.
- Normal office environment
- Responsible to follow all ACE Controls, Inc. procedures and technical guidelines as well as adhere to customer requirements.
- The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
- While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms.
- This position requires the ability to occasionally lift products and supplies, up to 30 pounds.
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
Salary : $75,000 - $90,000
