Customer Service Manager - Times Microwave Systems

Summary 

Qualified candidates for this position will supervise an energetic team that supports customers and sales with order processing and information such as pricing, availability and backlog reporting plus help with product selection and application guidance.  This position reports to Distribution and Customer Service Manager. 

Essential Duties and Responsibilities 

• Responsible for ensuring Times Microwave provides a high-quality customer experience. 

• Lead, motivate and support a team of approximately 12-14 customer account representatives. 

• Responsible for order processing in a timely manner and escalation where needed. 

• Improve processes to streamline activities, raise customer service quality.   

• Create and monitor metrics to measure effectiveness such as quote response time, order entry time, etc. 

• Ability to manage up and professionally interact with all levels of management. 

• Manager customer expectations, as well as inter-company and inter-department. 

• Develop standard training tools and processes to help introduce new people into the team and ensure a basic level of understanding across team members. 

• Coordinate with the sales teams on quote tracking, win/loss reporting and customer service metrics. 

• Customer service responsibility for large key accounts, ability to coach and mentor customer relations. 

• Ability to drive change within a manufacturing atmosphere professionally and effectively. 

• Serve as an escalation point for customer concerns. 

• Help other functions within the company to resolve customer issues such as credit limits, collections, returns. 

• Manage expectations between customers and the company on lead times, expedites, and availability. 

Qualifications/Requirements 

• Minimum 2-year degree or equivalent work experience 

• Minimum 8-years’ experience in inside sales &/or customer service with supervisory responsibility  

• Highly organized and personable with a “roll your sleeves up, let’s get this done” attitude 

• Strong verbal and written communication skills 

• Familiar with ERP systems – preferably Oracle 

• Proficiency with excel, CRM, and data analytics 

• Experience working in a manufacturing company a plus 

• Able to communicate effectively in a variety of ways – phone, email, etc.