Customer Service Manager

SUMMARY Position will be responsible for maintaining a high level a professional skill focused on offering world class customer service to our customer base. Position will lead all processes related to customer delivery, including but not limited to communication with customers on delivery, maintaining customer Purchase Orders (PO’s), maintaining & updating customer based portals, internal communications to meet customer expectations, and necessary miscellaneous activity related to customer support. ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned. Follows all IATF16949 Procedures and Work Instructions relevant to the work area. Offer process improvements when appropriate. Develops and implements procedures pertinent to the effective and efficient operation of the Customer Service Department. Monitor programs and procedures to ensure on-time delivery and customer satisfaction. Maintains in-depth knowledge of company systems and processes. May occasionally travel to "core" customers to better align customer expectations with our systems and processes. Provides "Voice of the Customer" (VOC) perspective to the operational efforts of the organization. Works with the current sales infrastructure in reviewing or performing market analyses to verify customer needs are addressed, pricing is consistent, surcharges are applied, and discount rates are considered in support of a coordinated commercial effort. Assists Customer Service Reps and Outside Sales Reps in troubleshooting orders that require special handling. Responds to customer inquiries and problem solving in a professional and effective manner. Acts as a resource in resolving customer issues brought to the Department by utilizing excellent company process knowledge and strong skills in negotiating. Provides feedback to management regarding service failures and customer concerns. Provides feedback to Operations team to ensure all customers have accurate and timely information on order status and/or changes. Serves as liaison with production scheduling, engineering, quality assurance, accounts receivable, and shipping personnel on production orders. Directly manage High Value Customer (HVC) accounts ensuring the highest levels of customer experience and positive outcomes. Lead minimum of one direct report. Support them in delivering exceptional customer experience and developing partnerships with our customers. Operates inventory control software and spreadsheet applications. Assists sales and engineering on new product research, customer requirements, and market trends. Actively support Accounts Receivable in the timely collection of past due invoices as required. SKILLS REQUIRED Microsoft Suite including: Excel – spreadsheet creation and manipulation Word PowerPoint Outlook MRP / ERP systems – Plex Communication internally with coworkers/management and externally with customers (email, phone, verbal face-to-face) Mathematic skills for various calculations Web browsers Customer EDI portals Organization skills for electronic and physical files Troubleshooting and reasoning through problems Time / priority management In-depth knowledge of Company parts and programs Communicate the Customer perspective to the operational efforts of the organization. Programs and procedures to ensure OTD and customer satisfaction Forecasting & Market analysis Reading and understanding customer contracts / specifications Problem solving & negotiating skills Customer pricing accuracy QUALIFICATIONS To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. EDUCATION and/or EXPERIENCE Bachelor's degree (B. A.) from four-year college or university; or five years plus related experience and/or training; or equivalent combination of education and experience. LANGUAGE SKILLS Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization. Excellent oral communication skills. MATHEMATICAL SKILLS Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry. REASONING ABILITY Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations. CERTIFICATES, LICENSES, REGISTRATIONS Strong PC skills, including experience using MS Project, MS Office, MS Outlook, and Web Browsers. Other skills include the ability to organize and manage multiple priorities, problem analysis and problem resolution at a functional level, and knowledge of EDI and Business Application systems and terminology, HTML, and Internet protocols and security. PHYSICAL DEMANDS 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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to stand; walk; sit; use hands to finger, handle, or feel; and talk or hear. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus. WORK ENVIRONMENT The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually quiet. Job Type: Full-time Benefits: 401(k) matching Dental insurance Health insurance Paid time off Tuition reimbursement Vision insurance Shift: Day shift Work Location: In person