Customer Service Manager at Virtual Company
Mason, OH 45040
About the Job
ESSENTIAL FUNCTIONS:
- Direct, oversee, and coordinate the processing of sales orders, acknowledgements, and invoices, in accordance with established Sales/Marketing policies, processes, and procedures.
- Serve as the proactive “go-to” leader with all new and legacy customers and accounts including new business pipeline opportunities. Has an attitude focused on customer satisfaction at a profit and meeting sales and business goals—agile, adaptive and executes.
- Oversee and coordinate the shipment of goods to customers thorough cross functional collaboration with production, shipping, and the end customer. Ensure that customer deadlines and needs are met.
- Develop and implement Customer Service policies and procedures pertaining to new customer acceptance, customer management, customer satisfaction, and customer retention, etc. inclusive of compliance controls.
- Supervision of assigned Customer Service Account Management staff, to include establishment of individual and departmental priorities, goals and objectives; direction, guidance, and oversight of individual and departmental activities; staff development and training, and performance reviews of supervised personnel.
- Sets goals and expectations (KPIs) for CS team, including production, client relationships, and client satisfaction.
- Continually assesses the department, refining, developing and implementing processes and procedures accordingly.
- Responsible for development, implementation, and compliance with administrative policies and procedures for support functions provided to Company Administrative, Logistic and Sales/Marketing Services.
- Partner with Quality Team regarding customer complaints/RMA’s, completes all related documents, and communicates complaint closure details back to customer within specified time frame.
- Work with Finance team on, order invoicing, collections of past due invoices, over payments, price discrepancies, credits, and consignment settlement reports.
- Maintenance of ERP D365 Customer set up, pricing, and customer contracts.
- Monitor customer satisfaction surveys, customer complaints, complaint trends, and propose corrective actions both individually and with appropriate internal and/or external personnel. Responsible for non-performance failure analysis as required.
- Advise and provide input to Inventory Management and Purchasing teams pertaining to inventory levels and needs participate in monthly rolling forecast and Sales and Operations planning process.
KNOWLEDGE, SKILLS, AND ABILITIES:
- BA or equivalent experience in Business, Sales Management, Marketing, Communications, or similar discipline.
- 5+ plus years’ experience and track record of success in sales, marketing role, or a customer service and support leadership role. Channel selling experience a plus.
- Experience at a high technology product development or manufacturing firm preferably in medical instruments and equipment, healthcare, biotech, electronics or manufacturing.
- Must have excellent computer operation skills with MS Word, Power Point and Excel.
- Proficient with CRM system and ERP systems, Microsoft D365 and Dynamics CE preferred.
- Ability to coordinate between departments, teams, vendors, and clients.
- Excellent oral and written communication skills; experience giving sales and company presentations, informational or status presentations to executive team members.
- Ability to work with minimal supervision in a dynamic, high paced environment and interface with inside and outside customers at all levels.
- May travel for client meetings, training sessions, trade shows, etc., as necessary.
Vaco values a diverse workplace and strongly encourages women, people of color, LGBTQ+ individuals, people with disabilities, members of ethnic minorities, foreign-born residents, and veterans to apply.
EEO Notice
Vaco is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race (including but not limited to traits historically associated with race such as hair texture and hair style), color, sex (includes pregnancy or related conditions), religion or creed, national origin, citizenship, age, disability, status as a veteran, union membership, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, political affiliation, or any other protected characteristics as required by federal, state or local law.
Vaco LLC and its parents, affiliates, and subsidiaries are committed to the full inclusion of all qualified individuals. As part of this commitment, Vaco LLC and its parents, affiliates, and subsidiaries will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact HR@vaco.com .
Vaco also wants all applicants to know their rights that workplace discrimination is illegal.
By submitting to this position, you agree that you will be giving Vaco the exclusive right to present your as a candidate for the foregoing employment opportunity. You further agree that you have represented information about yourself accurately and have not affirmatively misrepresented your qualifications. You also agree to maintain as confidential, to the fullest extent permitted by law, any information you learn from Vaco about the position and you will limit disclosure of information about the position only to the extent necessary to perform any obligations in furtherance of your application. In exchange, Vaco agrees to exercise reasonable efforts to represent you through all solicitation, job screening and resume dispersal.
Privacy Notice
Vaco LLC and its parents, affiliates, and subsidiaries (“we,” “our,” or “Vaco”) respects your privacy and are committed to providing transparent notice of our policies.
- California residents may access Vaco’s HR Notice at Collection for California Applicants and Employees here.
- Virginia residents may access our state specific policies here.
- Residents of all other states may access our policies here.
- Canadian residents may access our policies in English here and in French here.
- Residents of countries governed by GDPR may access our policies here.
Pay Transparency Notice
Determining compensation for this role (and others) at Vaco depends upon a wide array of factors including but not limited to:
- the individual’s skill sets, experience and training;
- licensure and certification requirements;
- office location and other geographic considerations;
- other business and organizational needs.
With that said, as required by local law, Vaco believes that the following salary range referenced above reasonably estimates the base compensation for an individual hired into this position in geographies that require salary range disclosure. The individual may also be eligible for discretionary bonuses.