Customer Service Manager

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