R&M Customer Service Manager- Springfield, OH

POSITION TITLE: Customer Service Manager Equipment

REPORTS TO: Director Customer Service

PRINCIPAL RESPONSIBILITIES:

1. Manage oversee coordinate support coach and develop equipment spare parts technical support and warranty customer service activities functions and personnel.

2. Develop product system application and industry specific knowledge as well as interpersonal skills and attitudes throughout the team.

3. Monitor employee knowledge quotations order/claim entry order/claim backlog and A/R activities to ensure that all are flowing smoothly through the entire process; address any problems or issues immediately.

4. Develop and implement policies procedures processes training and tools to improve team performance exceed customer expectations and develop customer loyalty. Focus on improving efficiency responsiveness/turnaround time information accuracy timeliness and the entire customer experience.

5. Develop strong business relationships and open communication channels with customers colleagues sales finance general management and internal (and external) suppliers. Actively solicit feedback.

6. Create equipment technical support warranty and spare part metrics and report metrics monthly. Analyze these metrics to objectively grade the overall performance/capacity levels of the equipment spare part technical support and warranty team.

7. Monitor internal (and external) supplier performance and address issues affecting team performance and product deliveries. Involvement in aspects such as the order backlog the production schedule and expediting orders is essential

8. Perform the duties of direct reports as needed.

9. Other duties as assigned by supervisor.

Qualifications :

EDUCATION: Bachelors degree

EXPERIENCE: 1-3 years experience with sales/customer service. Preferably with corporations offer/order/claim process team.

Organizational skills are a must.

Systems and process management skills are also important.

Experience with SAP is preferable.

Being able to hold you and your team accountable (a self-starter) is vital to success

Additional Information :

What we offer:

Benefits: Medical Plan Dental Vision 401k plan with a match from day one profit sharing identity theft protection accident insurance travel insurance and so much more!

Vacation: 2 weeks of vacation per year (pro-rated for the first year depending on start date). 5-12 years of service 3 weeks. 13 years of service 4 weeks.

Sick Leave: 5 days of Sick Leave per year. Pro-rated the first year after 90 days of service

Holidays: 10 paid holidays per year

Konecranes moves what matters. Konecranes is a global leader in material handling solutions serving a broad range of customers across multiple industries. We consistently set the industry benchmark from everyday improvements to the breakthroughs at moments that matter most because we know we can always find a safer more productive and sustainable way. Thats why with 16 000 professionals in over 50 countries we are trusted every day to lift handle and move what the world needs.

Konecranes is committed to ensuring that all employees and job applicants are treated fairly in an environment which is free from any form of discrimination. We are an Equal Opportunity Employer - Minorities/Women/Protected Veterans/Disabled/Other Protected Category.

Konecranes Inc. and its affiliates will not accept resumes from external recruiters or agencies without a Service Agreement and Agency Portal submission. Any resumes sent without a Service Agreement and Agency Portal submission with Konecranes Inc. are void of any fees and free for internal use. Applicable Konecranes data protection obligations are the responsibility of the agency.

Remote Work :

No

Employment Type :

Full-time