Manager, Customer Service
Manager, Customer Service
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$ 88000 - 111150
1 Vacancy
Job Description
We have met todays energy needs while planning for tomorrows for over 100 years. Beginning with the first modern generator the Rehlko Automatic Power & Light launched in 1920 Rehlko has been an innovative leader in energy resilience.
Our product range includes engines generators power conversion UPS systems EV components and electrification solutions microgrid controls and management clean energy solutions and much more that serve a broad spectrum of OEM residential industrial and commercial customers.
Our priorities are global: the stability from steady energy sources and reliable back-ups. The power to be able to harness energy and the freedom of not being dependent on an aging centralized grid. The confidence that clean energy solutions offer when it comes to a sustainable world and the commitment to keep innovating towards greater impact.
Why You Will Love this Job:
The Aftermarket Customer Service Manager is responsible for leading the customer service team dedicated to parts inquiries order processing and after-sales service parts and accessory support. This role ensures high levels of customer satisfaction timely fulfillment of parts orders and effective coordination between internal departments such as logistics sales and technical service.
Specific responsibilities
Lead mentor and develop the customer service team to deliver excellent support for service parts customers. Oversee the end-to-end order management process for service parts including order entry status updates fulfillment and returns.
As assigned by leadership serve as the product owner (PO) and subject matter expert for the organizations CRM platform (Sales Force Service Cloud or similar).
Develop and maintain a clear product roadmap that aligns with business goals customer needs and technology strategy.
Collaborate with cross-functional and agile teams to deliver high-quality CRM features and enhancements.
Maintain strong relationships with customers by ensuring timely accurate and helpful responses to inquiries and concerns.
Coordinate with supply chain and warehouse teams to ensure accurate inventory availability and timely shipping of parts.
Monitor and analyze key performance metrics such as order accuracy response time and customer satisfaction and implement improvement initiatives as needed. Handle escalated customer issues with professionalism and a customer-first mindset.
Identify trends and recurring issues with parts quality delivery or systems and propose corrective actions.
Ensure compliance with company policies procedures and quality standards.
Develop and maintain documentation for procedures and training materials for customer service staff. Collaborate with sales engineering and technical teams to resolve product or service issues and to keep customer information up to date.
Provide training and support to internal users and promote CRM best practices across the organization.
Stay up to date on CRM trends platform updates and industry best practices to propose innovative solutions.
Participate in special projects and/or stretch assignments as assigned or approved by leadership.
Relationship and Contacts:
Supervisory Relationships
Reports to Manager- Business Development AMPS
Assigned role responsible for leading the aftermarket sales coordinator team
Organizational Relationships:
Frequent contact with Warehouse Team and Management Frequent contact with the collective Aftermarket Sales Finance and Marketing groups
External Business Relationships:
Frequent contact with channel partners Occasional contact with suppliers
Occasional contact with commercial carriers and freight forwarders
Requirements
Bachelors degree in business administration marketing supply chain management or related field preferred
A minimum of 5 years customer service experience.
Experience in service parts power generation automotive industrial equipment or a similar technical environment is highly desirable.
Experience with CRM & telephony systems ERP software (SAP) and Microsoft Office Suite.
Knowledge of logistics inventory control and service operations
Experience with Lean or Six Sigma methodologies
Strong problem-solving skills analytical thinking and a proactive mindset.
Detail-oriented and adept at managing multiple priorities under tight deadlines.
Excellent organizational written and verbal communication abilities.
Experienced in team building collaboration and motivating others.
Skilled at engaging with customers to understand and address their needs.
Strong technical and analytical expertise for resolving material-related challenges.
Passionate about Aftermarket Parts and Service growth.
Goal-driven adaptable and eager to take on new responsibilities.
Multilingual proficiency in French and Spanish is a plus.
Applicants must be authorized to work in the US without requiring sponsorship now or in the future.
About Us
Rehlko proudly offers a rich history steeped in creativity and commitment to our associates and communities along with competitive benefits and PurposeCreating an energy resilient world for a better futureand Values: Curiosity Trust Pace and Excellence are important cultural components that shape the way we work and relate to one another. Learn more about Rehlko at addition to the investment in your development Rehlko offers a benefits package including a competitive salary health vision dental 401(k) with Rehlko matching and more!
Rehlko is an equal opportunity employer that prohibits discrimination and will make decisions regarding employment opportunities including but not limited to hiring job assignment compensation promotion benefits training discipline and termination without regard to race creed color ethnicity religion sex pregnancy childbirth or related medical conditions genetic information age national origin citizenship ancestry caste mental or physical disability marital or familial status sexual orientation gender identity or expression genetic information political belief or affiliation union membership status military status veteran status or any other characteristic protected by national state local or other applicable laws.
Americans with Disabilities Act (ADA)
It is the policy of Rehlko to comply with all applicable provisions of the Americans with Disabilities Act (ADA) and corresponding national state local or other applicable laws. Rehlko will not discriminate against any qualified associate or applicant with respect to any terms privileges or conditions of employment because of a persons physical or mental disability. Rehlko will provide a reasonable accommodation to associates or applicants with disabilities in accordance with applicable laws. If you have a disability and require an accommodation in the application process or during the course of employment please contact Rehlko is an equal opportunity/affirmative action employer.
Required Experience:
Manager
Employment Type
Full-Time
