Customer Service Manager (Manufacturing)

The Customer Service Manager is responsible to lead and ensure accurate, comprehensive and timely responses to internal and external customers. As well as

Job Responsibilities not limited to:

1. Ensure internal and external customers and sales reps are provided with accurate and timely responses with respect to:

• The status of all orders including scheduling
• Expediting requests
• Pick lists for the plant in Texas
• Integrity of all customer information in the system
• Providing quotes, and responsiveness to inquiries via telephone, fax and email
• Provide resources and solutions to resolve any customer issues

2. Manage interdepartmental communication to achieve customer service objectives

• Develop and nurture proactive relationships with Buyers, Operations, Shop, Shipping, Engineering, and Sales to ensure workflow is timely and accurate and customer satisfaction is achieved
• Proactively communicate with Engineering and Sales to ensure systems are updated with new products, product #’s, pricing etc…

3. Maintenance of the customer service procedures manual

4. Manage the Department

• Manage department staff in New Jersey and Texas with respect to strategic and proactive hiring, performance management, disciplinary action and termination of employment practices.
• Identify and provide coaching, mentoring, and training to enhance employee professional development and add value to the company. Customer service training is to focus on interdepartmental interactions, products and procedures, company and customer history, and how to prioritize work

Knowledge/Skills/Abilities

• Proficient in Microsoft Office
• Knowledge of ERP Systems

Competencies

• Strong interpersonal skills with a proactive approach to customer service
• Excellent verbal and written communication skills
• Strong decision making ability
• Critical thinking and creative problem solving skills combined with sound judgment

Minimum Qualifications

• BA degree preferred
• 5 years supervisory experience in a customer service or order entry environment
• Experience in manufacturing preferred.