Summary
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The ideal candidate is responsible for supporting and leading a team of customer service reps who provide our customers with a professional, empathetic, and frictionless experience.
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Essential Functions
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Provide support to the Director of Customer Service; assisting with conflict resolution, promoting root cause analysis and corrective action, and enhancing customer experience through coaching of the customer service team
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Accountability for accurate maintenance of customer master, material master, and pricing profile and cross-reference data management to support accurate order processing.
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Responsible for sales order management through on time order confirmation, proactive notification of delivery delays, monitoring of sales order processing status completion, and maintaining invoicing accuracy and resolution.
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Manage distribution of workload, delegation of resources, and hands on coverage of open territories or absences to ensure seamless support to our customer base.
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Oversee customer service mailbox and customer portals with distribution and management of workload to customer service team, while verifying efficient processing of orders and invoices.
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Address with the Director of Customer Service the resolution of complaints, credit approval process, resolve customer conflicts and handle escalation procedures
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Ability to lead and challenge as needed, with an eye on continuous improvement
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Establish performance benchmarks and hold team to those goals
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Ensure the maintenance of all accounts to ensure supreme customer service at all levels
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Has full ownership of the life cycle of customer orders from inquiries, order processing, order delivery, follow-up and troubleshooting of customer issues
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Collaborates closely with other departments (sales, operations, accounting, etc.) and ensure positive relationships are cascaded down.
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Other duties, as assigned.
Knowledge, Skills and Abilities Required
- Manufacturing experience is highly desirable
- Must be results driven and deadline oriented
- Excellent communication and leadership skills
- Ability to travel occasionally
- Ability to work in a fast paced, ever changing and dynamic environment
- Must have proactive approach and look for process improvement within the department
- Ability to work with all levels, including senior management
- Excellent work ethic and a true team player
- Proficiency in Microsoft Office suite (Outlook, Excel, Word, PowerPoint, etc.)
Qualifications
- Bachelor's degree or equivalent experience
- 5+ years’ experience of customer service management overseeing a group of 10 or more
- Working knowledge of SAP required
- Must have proven leadership and management skills with ability to coach and develop
