Customer Service Manager
537 Crystal Avenue, United States | Vineland | Full-time
Job Description
SUMMARY
The primary responsibility of the Customer Service Manager is to guarantee customer satisfaction by ensuring top-notch customer service. This hands-on position is responsible to service accounts assigned to the Manager, and also to plan, co-ordinate and control the activities of the customer service team to maintain and enhance customer relationships and meet organizational objectives.
Qualifications
EDUCATION and/or EXPERIENCE:
• Bachelor's degree or 5 to 1O years equivalent experience is required
• Well-developed business acumen. Preferred prior experience in manufacturing. Experience in glass manufacturing or pharmaceutical industry favorable
• Microsoft Office experience and MAP system experience required - SAP preferred.
• Strong leadership and ability to take initiative and motivate others
• Excellent verbal, telephone and written communication skills. Customer centric.
• Professional, positive an enthusiastic attitude
• Patience in stressful situations
Additional Information
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.
• Responsible for managing the daily operations of the Customer Service Team to ensure customer needs and inquiries are satisfied in an efficient and professional manner.
• Act as liaison between customers and Company to provide optimum customer satisfaction. Will discuss any changes which would permit better plant efficiency while also meeting customer requirements.
• Coordinates various customer services functions between customer, accounts managers, plants and other related internal departments as necessary such as production planning, engineering and quality assurance etc.
• Investigate and resolve customer complaints or order issues. Will interact with plant Quality Assurance and Manufacturing departments regarding any customer quality issues.
• Provide decision making and problem solving assistance to Customer Service Employees in areas of
- Quotations I pricing
- New customer accounts
- Return authorizations, claims and credits
- Invoice Distribution
• Capitalizes on sales opportunities with new customer inquiries and supports accounts managers.
• Develops, analyze, and publishes department metrics including customer complaints, specific customer issues, complaint resolution, and other items related to customer orders in terms of policy and contractual requirements.
• Visit customers, as needed, to improve upon existing relationships
• Work with management on customer service initiatives. Isolate and identify areas of improvement within the Customer Service Department. Train customer service representatives.
• Ensure Department works within budget
• Maintain work area in a clean and professional condition
Observe all safety rules and regulations and perform job in a safe manner