Customer Service Manager

Posted on: Location: Coldwater, MI Career Type: Full-time, Salaried Exempt

We are seeking a Customer Service Manager to be responsible for ensuring SEKISUI Voltek leads the industry with courteous and helpful communications. The incumbent will be responsible for managing daily activities as they relate to the customer service department, i.e. order entry, acknowledgments, customer credits and direct communications with both internal and external customers. Directly supports all sales, marketing and manufacturing activities as they pertain to our products and business.

Job description

  • Manage and support the Customer Service Department to meet and exceed the needs of external and internal customers.
  • Motivate and train department in business procedures, excel in their functional areas and, where appropriate, are cross trained to fulfill all critical roles within the department.
  • Plans and implements IT related systems that support Advanced Planning & Scheduling.
  • Structures Customer Service personnel duties to suit the needs of customers and the necessary internal information flow.
  • Actively engages directly with the customer on a daily basis regarding new orders and addresses orders already produced and are ready for shipment.
  • Enforces two week rule and actively re-allocates material to other customers when and where appropriate.
  • Works directly with plant scheduling, sales, marketing and manufacturing personnel to effectively measure and analyze trends critical in providing excellent customer care.
  • Keeps the Company informed of positive and negative trends, daily.
  • Prepares Customer Service annual plan and presents at scheduled meetings.
  • Actively participates in Company sponsored activities such as environmental week and Company gatherings to help inspire teamwork and comradery with personnel.
  • Plans and implements an effective customer feedback mechanism through customer visits, audits and tradeshow attendance. Actively supports marketing efforts for tradeshows, sample preparation and booth set-ups.
  • Provides on-time reporting for customer visits, audits or potential issues that may arise in the normal course of business.
  • Ensures samples area is well stocked and handles all shipping requirements to ensure the customer receives samples in good condition. Actively supports sales members with special requests when needed during travel or out of office situations.
  • Set special procedures aimed at reducing billing errors or other clerical issues as they arise. Coordinate advanced employee training that will enhance the department skill level.  Manage outside warehouse audits and deploy all pricing changes for the Company.
  • Supports Company visits with direct participation and supports securing meeting rooms, lunch and dinner accommodations.

 

Qualifications:

  • Bachelor’s degree (B.A.) from four-year college with concentration in Business or Logistics; 5 years related experience or equivalent combination of education and experience.
  • Outstanding communication skills, both written and verbal
  • Excellent computer skills
  • Ability to handle multiple tasks while supervising Customer Service and Scheduling Departments
  • Exceptional time management, organization and problem solving skills
  • Must be able to travel
  • Ability to lead and motivate Customer Service and Scheduling teams