A manufacturing company in Muskegon, MI is seeking a full time, contract to hire customer service manager. The customer service manager will be responsible for:
1. Account management of those accounts designated as “House” accounts. Responsible for daily inquiries, both in order processing and problem resolution.
2. Responsible for obtaining customer requirements by internet, EDI, fax, etc., performing contract review, evaluating customer requested delivery dates, negotiating best possible delivery date, order entry and prioritizing the production schedules. Can prioritize and manage house accounts on basis of effect on the organization without consultation. May require negotiation of expediting charges. In addition, is responsible for communicating any delays or deviations from the customer’s accepted schedule.
3. Responsible for internal account management including initiating engineering changes and the Advanced Product Quality Planning (APQP) New Parts System, including support through entire process; Controlling deviations; and Supplier Request for Engineering Approval’s (SREA’s) in accordance with procedures.
4. Determines whether to implement customer requests for special procedures/processes on the basis of cost effectiveness and fairness.
5. Works with accounting and the customer to resolve outstanding payable issues.
6. Composes and types quotations and correspondence relating to new and existing parts.
7. Qualifies incoming calls of potential new customers and evaluates whether they meet target business objectives. Has authority to decline new customers if they do not meet objectives.
8. Accumulates information and offers suggestions to Estimating and Director of Engineering in regards to re-evaluating pricing and securing price increases for existing parts.
9. Maintains reporting of and monitors finished goods inventory, KanBan, and safety stock levels. Maintains excellent follow-up system for projects, delivery, etc. Maintains hard cards and parts records.