Customer Service Manager
Location: Longview, Texas US
Job Number: 23024
Customer Service Manager
Company: Norris Cylinder Company
Primary Location: 4818 W. Loop 281, Longview, TX 75603 USA
Employment Type: Salaried | Full-Time
Function: Customer Service
Equal Opportunity Employer Minorities/Women/Veterans/Disabled
Main Duties & Responsibilities
Job\nSummary: Manages and coordinates\nactivities of Customer Service Representatives engaged in handling product\norders and telephone complaints of customers.
Job\nDuties and Responsibilities include the following : Carries\nout supervisory responsibilities in accordance with the organization's policies\nand applicable laws. Responsibilities include monitoring all order entry\nprocesses, order tracking; interviewing, hiring, and training employees;\nplanning, assigning, and directing work for peak work productivity; appraising\nperformance; rewarding and disciplining employees; addressing complaints and\nresolving problems. Reports information to supporting departments, the General\nManager, and Corporate offices. Will\nensure compliance with Trimas internal controls requirements.
Act as the\n primary liaison for all customers. Analyzes customer complaints, recommends corrective action for\n resolution, and follow problems through to resolution.
Provides product information, quotes, delivery\n schedules, processes orders, and other services as required through\n communication with salespersons, international salespersons, and\n customers.
Strives to improve\n customer service quality results by studying, evaluating, and\n re-designing processes; establishing and communicating service metrics;\n monitoring and analyzing results; implementing changes.
Coordinates with production scheduling to\n provide daily order status and inventory availability information to\n marketing and field sales personnel through daily manufacturing meetings\n and weekly backlog meetings.
Over seeâ€™s coordination of all International\n orders to include processing international orders, and corresponding\n with International customers, brokers, forwarders and sales representatives.
Processes\n Huntsville and Longview select specialty customer orders and maintains\n all necessary spreadsheets to include customer assigned serial numbers.
Maintains\n information relating to buying groups and other special pricing\n agreements and coordinates entry of pricing in Syteline system.
Mange the\n processes for sending Customers (Order Acknowledgements, Shipment\n Notifications, and Late Shipment Notifications).
Serves as\n back up for customer service phone system and order entry process.
Perform other\n related duties as assigned.
Education\nand Work Experience: Candidates should have a Bachelor's degree\n(BA) from four-year College or university; or six to ten years of related\nexperience and/or training; or equivalent combination of education and\nexperience. Superior knowledge of accessing and using\nthe Internet, HTML, and MS Office tools; knowledge of computer systems,\ncommunication tools. Excellent communication,\norganization, time management, and problem solving skills are required, both\nwritten and oral. Ability to sense and relate observations\nto business opportunity.
Previous experience and ability to thrive in a fast-paced work environment, handle a high volume of emails and phone calls, while simultaneously processing customer requests.
Demonstrates a record of accomplishment of managing a customer service team located at both on-site and virtual location(s).Ability to mentor and train CS Representatives on the knowledge, skills, and competencies to increase customer satisfaction.
Outstanding leadership, goal setting and motivational skills along with ability to work in a team environment.
Demonstrable work history of continuously evaluating and identifying opportunities and taking initiative to document and drive process improvement in pre and post-sale operations that improves work flow efficiency while positively impacting the customerâ€™s experience.
Understanding of customer facing tools/CRM e.g. Salesforce.com and Ecommerce/online ordering and web site management experience.
Previous work experience with Syteline ERP preferred, but will consider applicants with other ERP background utilizing customer master management, interaction tracking, and pricing tools.
GAWDA industry experience preferred.
Have a passion for customer service and record of accomplishment of getting it right the first time and going beyond to consistently exceed customer expectations.
Strong work ethic and willingness to be a team player.Change Agent mentality.
Physical Requirements: This position\nrequires the mental ability to read and comprehend policies, procedures,\ninstructions, etc., to write reports, to use logic and data to solve problems,\nto assess needs, to communicate effectively, and varying degrees of\nindependence, judgment, and discretion. This position requires the physical\nability to be mobile in an office and industrial environment, to finger and\ngrasp materials, to speak effectively, and to listen with intent.
Location_formattedLocationLong: Longview, Texas US
Community / Marketing Title: Customer Service Manager
Requisition Number: 1417
EEO Employer Verbiage: