Customer Service Manager from Complete Staffing

RESPONSIBILITES

Performs a wide variety of duties to direct, control and coordinate customer service functions, including large quotations, order execution, credit adjustments/collections, field service, terms and conditions and all other duties under the direction of the Director of Sales, Service & Marketing. 

• Supervises all functions of customer service.
• Develops and maintains an effective department through selection, training with proper workflow documentation and assignment of personnel.
• Schedule changes to the Customer Service group and other various departments.
• Assists subordinates in day-to-day issues and troubleshoot.
• Directs customer service meetings to discuss process improvements, department issues, workflow overload within the territories and day to day activities.
• Work using the mindset of 80/20 (80% of outcome, comes from 20% of causes)
• Approves and assists in Return Material requests with the Materials Manager to maintain customer satisfaction while following company initiative in material turns and or reductions.
• Review all requests for credit, with collaboration form other departments where necessary.
• Assists customer service during scheduled and unscheduled absences.
• Refers complaints of service or product failure to appropriate departments for investigation.
• Coordinates customer service needs with other departments as required to ensure customer satisfaction.
• Provide leadership to others through example and sharing of knowledge/skill.
• Co-ordinate the approval process for credit memos and no change orders.
• Support our mission, values (teamwork, integrity, dedication, respect, innovation, excellence), and customer message (mindshare, people, added value, digital transformation, and user experience.)

REQUIREMENTS

• BS Degree preferred
• 5+ years customer service experience required
• 3+ years supervisory experience
• Solid technical/system skills
• Proven leader
• Manufacturing industry experience preferred