Senior level position requiring a high degree of professionalism to all employees and customers to oversee the quality and efficiency of customer service. The Customer Service Manager is responsible for developing and implementing customer experience strategy and objectives that align with corporate vision and goals. Highly process driven and responsible for writing and implementing standard procedures to improve, innovate and enhance customer experience. Collaborate with other departments to resolve complex, escalated customer issues.
- Hire, manage, coach/mentor a team of 8-10 CSR/TSR in activities and processes
- Establish KPI’s and evaluate performance of Customer/Technical Service staff
- Participate and support 80/20 initiatives
- Act as a liaison between customer order patterns and operational capacity.
- Participate in SIOP planning meetings bringing accurate information to Business Unit Leaders
- Knowledgeable in the use of all forms of customer order technologies including phone, electronic/EDI, and web-based portals
- Develop processes and systems for managing customer satisfaction issues, work cross functionally to drive rapid resolution and provide excellent external and internal communication throughout process
- Work with Product Management to implement/maintain ERP Pricing
- Work with Accounting to keep Customer Accounts in good standing
- Work with IS to maintain current Customer Order Management and Sales Force environments
- Assist Marketing with Tradeshows and Marketing collateral
- Work with Business Unit Leaders to maintain EBITDA
- Prepare Annual Customer Satisfaction Survey
- Work with Sales implementing customer specific requirements
- Work with Shipping continuously improving customer experience of worldwide logistics
- Member of New Product Development Teams
- Other duties as assigned
Education and/or Experience
- Bachelor’s degree: or 10+ years related experience and/or training; or equivalent combination of education and experience
- 5+ years Management experience preferred
- International experience preferred
- MS Office
- Internet based software (Salesforce preferred)
- Order processing software/ERP systems (AS400 experience preferred)
- Time, attendance and payroll processing software
Elkhart Brass
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