Sr. Manager Sales Coordination and Care

Position Overview:

The Sr Manager of Sales Coordination and Care will establish excellent working relationships with customers, customer service, sales and OEM coordinators working in their team. They will serve as the customer advocate within SuzoHapp to drive continuous improvement of customer satisfaction.

Essential Job Functions:

• Develop customer service standards, policies, and procedures for the organization and department. Improve customer service quality by studying, evaluation, and re-designing processes. Provide recommendations and implement changes to make the department more efficient.Maintain & establish KPI metrics to track progress.
• Coach Customer Service & OEM Sales Coordinators to achieve high performance. Train new employees on all roles and procedures.
• Serve as a path of escalation between team and Sr Leadership. Investigate and resolve customers’ complex problems. Provide feedback to operations regarding service failures or customer concerns.
• Act as a resource in resolving customer issues brought to team departments. Assist customer service and OEM Coordinators in troubleshooting orders that require special handling. Respond to customer inquiries and problems in a professional and effective manner.
• Use proprietary customer information including ERP, EDI systems, e-mail, and fax where applicable, interpret this information for use on team order entry and planning systems.
• Approver of specialty quotes and custom pricing supporting OEM & Sales verticals within specified guidelines.
• Proactively manage order backlogs, collaborating with production, supply chain, engineering and logistics.
• Oversee planning functions with the OEM coordinators to deliver excellent service while reducing SHG inventory. (Where applicable)
• Prepare monthly, quarterly and yearly budget forecasts for assigned teams & departments. Ability to present this data effectively across all levels of the organization.
• Serve as a backup for Gaming Compliance approvals.
• Must always work ethically and maintain the confidentiality of all customer and company knowledge.

Qualifications/Skills Required:

To perform this job successfully the individual must be able to perform each essential duty satisfactorily.

• Bachelor’s degree in Administration, Business, related field or a combination of education and/or equivalent work experience.
• 8-10 years’ experience in distribution, business-to-business customer service and/or OEM Manufacturing.
• Experience managing a team of 6 -12, across multiple locations.
• Experience working in the gaming/amusement a plus.
• Knowledge of MS Office suite - Outlook, Word and Excel are a must.
• Understanding of supply chains and manufactured component lead times.
• Experience with logistics and freight forwarders.
• High energy level and strong at resolving customer issues both internally and externally.
• Strong written and verbal communication skills and interpersonal skills are essential.

This job description is not intended to be all-inclusive. The employee will also perform other reasonable related duties as assigned by the supervisor or other management personnel.