Customer Service Manager

Direct Hire, Immediate Need!

Customer Service Manager

This role plays a pivotal role in ensuring the success of our customer relationships and the efficient management of our service team. The Customer Service Manager is responsible for a wide range of duties designed to enhance customer satisfaction, streamline operations, and drive business growth.

Key Responsibilities:

• Service Team Management: The Customer Service Manager is tasked with overseeing the Contract Sales Account Managers to ensure top-tier service to our key contract accounts.
  
• Customer Onboarding: Manage the onboarding of new contract customers, proactively monitoring, evaluating, and updating the overall business plan to meet all sales and customer service objectives.
  
• Operational Planning: Engage in day-to-day and forward-looking planning to meet goals, balance resource requirements, and stay within budget.
  
• Order Management: Oversee the accurate and timely entry of orders into our ERP system, ensuring that changes to orders are processed promptly.
  
• Customer Relationship Management: Leverage CRM tools to ensure timely lead pursuit and maintain consistent communication with customers.
  
• Production Schedule and Risk Assessment: Identify risks and gaps in the production schedule and communicate appropriately within the organization, with a focus on product availability, lead time reduction, and minimizing past-due orders.
  
• Project Oversight: Supervise Account Managers to ensure projects are delivered on time, within scope, and within budget.
  
• Performance Metrics: Define and measure success metrics, and monitor progress in implementing changes.
  
• Data Management: Oversee the accuracy and maintenance of data management tools for both internal and external use.
  
• Reporting: Manage regular reporting on contract open orders, on-time delivery status, and overall monthly shipping totals.
  
• Customer Service Follow-Up: Ensure Account Managers regularly contact contract customers and provide necessary follow-up on a monthly and quarterly basis.
  
• Data Analysis: Analyze and interpret statistics and other data to produce relevant reports.
  
• Project Management: Act as a project manager for the VP of Contract Sales, COO, and the internal team concerning new item start-ups, product requirements, pricing, and contractual agreements.
  
• Policy Implementation: Interpret instructions and address arising issues following administrative policies and procedures.
  
• Information Research: Conduct research and investigation to support strategic decision-making by others.
  
• Training: Provide training to Account Managers and other internal personnel to ensure seamless coverage during absences, vacations, or any other situations requiring backup.
  

Requirements

• Excellent interpersonal, verbal, and written communication skills.
  
• Strong ability to maintain confidentiality.
  
• Timely and effective feedback provision to Management.
  
• Exceptional analytical and troubleshooting skills.
  
• Decisiveness in making decisions based on pertinent information and company policies and procedures.
  
• Strong proficiency in Excel, Word, PowerPoint, Email, and Internet.
  
• Ability to prioritize multiple tasks efficiently.
  
• Capability to work independently while maintaining open communication with the Supervisor on pending projects, system, or process requirements.
  
• A growth-oriented mindset, willing to invest extra hours to maintain and grow the Contract business.
  
• Proficiency in Excel, Word, PowerPoint, Email, and Internet applications.