What Will You Do?
Lead and motivate staff to ensure that high-quality customer service provided
Obtain knowledge of Survitec’s products and provide accurate details regarding them to all inquiring parties
Follow and apply company policies
Manage daily operation of the customer service function within the Americas region and directly supervise a team of Customer Service Coordinators
Assist in creating and presenting customer business reviews
Review Request for Quotes (RFQs) and orders with responsible Customer Service Coordinator(s) to ensure that they can assist the customer the most expeditious manner
Review credit memos and RMA’s
Review Customer Complaints and investigate all issues that arise and make decisions to improve customer relations
Provide support to the Sales team
Set clear team objectives and goals and deploy strategies to achieve them
Develop departmental procedures, policies and standards, as needed
Keep accurate records and documentation
Analyse statistics and compile accurate reports
Adhere to and manage the approved budget
Maintain an orderly workflow while reprioritizing as needed
Address all complaints, queries and data requests (from customers and staff)
Improve customer satisfaction and company efficiency by providing ongoing problem-solving strategies
Update procedures, as needed
Perform annual, and as needed, performance reviews of customer service team members
Coach, mentor and train employees, as needed
Review and approve weekly timesheets and absence requests of team members
Work with HR in the progressive discipline process for team members
Work with HR to recruit new team members, as needed
Participate in Management team meetings
Cross train CSR team to enter different order and business types
Building and maintaining relationships
Review and submit invoices and/or Request for Quotes (RFQs) for approval
What Do We Need From You?
Associate’s degree in Sales & Marketing or 3 years of related job experience
Sage or IFS, Preferred
Attention to Detail
Adaptable / Flexible
Efficient / Enthusiastic
Positive Social Orientation
What We Offer
Health, Dental & Life Insurance
Vacation and 10 Holidays
Short and Long-Term Disability
401(k) Pre-Tax and Roth, with company match and contribution
Must pass a pre-employment drug screening.
Must pass a pre-employment background check.
If interested, please apply and send resume.
EOE AA M/F/Veteran/Disabled
It is the policy of Survitec not to discriminate because of race, color, religion, sex, national origin, age, marital status, genetic information, disability, sexual orientation, gender identity or because he or she is a protected veteran.