Customer Care Manager

Customer Care Manager

This role is located in the South Bend area

Enjoy working in an innovative manufacturing environment where you can enhance your skills and impact within a company and your career Enjoy working independently and within teams to create excellence on the job

Then We have the place for you!

Who We Are:

We are a leading-edge metal fabrication and stamping company with over a century of experience and a reputation of delivering high-quality product for our customers. Based on our innovative strengths our business continues to grow strong connections in the industrial manufacturing sectors across the country as well as within the community. And we do this by supporting every stage of our customers product development and manufacturing processes while also continuing to invest in our team to provide a meaningful impact in their careers and within our community. Want to grow your skillsets and career to make a positive impact and be recognized for a job well done Then come join our team where your career will be strengthened and used in a powerful way!

What We Offer:

• Creative innovative collaborative and flexible work environment
• Challenging and progressive career opportunities
• Competitive pay programs!
• Comprehensive Health & Wellness Benefits
• Retirement Program with Excellent Employer Match!
• Paid Vacations and Holidays
• Open communication recognition programs and team-building events
• And much more to motivated results-oriented individuals who want to make a real difference in their community and role

What Youll Do:

As the Customer Care Manager you will be responsible for developing and executing strategic plans through effective customer engagement that drive company growth and profitability goals.

Your Accountabilities in the Role:

• Serves as a reliable subject matter expert and resource for customers promoting GSMs capabilities and exploring opportunities to increase customer reach and sales goals.
• Collaborates with customers on cost-saving initiatives and best practices to meet customer needs.
• Collaborates with Strategic Account Managers CFO and Estimating Manager to develop and implement pricing strategies.
• Collaborates with cross-functional teams and other departments to win business improve processes drive key metrics and ensure customer inquiries and deliveries are handled efficiently.
• Trains and mentors team members to ensure they possess the necessary product knowledge sales and administrative skills to excel in their role.
• Prepares and assists the Client Development Team with efficient customer service as needed; including processing order changes calculating the impact of change requests responding to order or RFQ status inquiries addressing quality issues inventory review and assessment review and creation of and managing case load metrics and opportunity tracking via CRM software.
• Prepares and monitors customers monthly quarterly and annual sales forecasts to ensure a full understanding of the sales pipeline upcoming customer projects and future needs.
• Travels to customer on-site locations with Account Managers for account review project review and product/process understanding.
• Provides an organizational structure that reflects both current and long-term needs to support the business.
• Develops systems that maintain relevant processes and customer information ensuring accordance to ISO standards.
• Prepares maintains or authorizes department expenses for payment in an accurate manner.

Position Requirements:

• Education: Bachelors Degree in Business Sales or similar related field preferred; or an equivalent combination of education and experience will be considered.
• Experience: 3 years of experience as an Inside Sales or Engineering Manager with responsibility for cultivating customer relationships. Management personnel are expected to update job knowledge on an ongoing basis.
• Certifications: N/a
• Functional Skills: Proven ability to research analyze plan and execute on business plan/sales initiatives. Excellent organization and analytical skills with strong prioritization skills to meet timelines and goals. Strong attention to detail and ability to follow processes; Solid forward-thinking to create future sales plans and solutions on current accounts while growing new business.
• Technology Skills: Excellent aptitude with computers ERP and Estimating systems Microsoft Office Products and Visio.
• Communication Skills:Excellent written & verbal communication skills with strong presentation/training skills required.
• Leadership/ Behaviors: Excellent interpersonal skills strong customer-focus and ability to maintain an optimistic and supportive attitude in helping the customer reach important goals without sacrificing GSMs profitability; self-motivated possessing a drive to compete and succeed; energetic with the ability to listen network and influence individuals and teams; collaborative personality and can build relationships and create synergies with ease; Must possess the ability to maintain the strictest confidence in all matters regarding the companys operations its employees its financial matters and personal matters of which the employee may become aware in the course of their work. Professionalism is essential to this position.
• Culture Match: Lives by the Golden Rule to treat others as we would like to be treated; accountable to the Company self & others; high integrity and pride to deliver excellence each & every time.

Other Important Information:

Pay/Salary: Salaried position based on proven expertise.

• And the compensation will grow as the business grows!

Reports To: President

Core Hours: 7:45 am - 5:15 pm (schedule can be flexible; will work approx. 8 - 9 hours within this timeframe)

Typical Work Week: M-F; occasional weekend work where required; 45 - 50 hours a week on average

Direct Reports: Client Development Specialists

Travel: Limited travel less than 10%

Work Environment: Standard office environment (may include individual cubicle open or shared office spaces); occasional visits to manufacturing areas as needed.

COVID Protocol: No Special Protocol; Individuals can wear masks if desired

Required Experience:

Manager