Customer Relationship Manager

Location: Irwindale, California US

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Job Number: 22855

Position Title:

External Description:
Customer Relationship Manager

Company: Rieke

Primary Location: 4832 Azusa Canyon Road, Buildings A & B, Irwindale, CA 91706 USA

Employment Type: Salaried | Full-Time

Function: Customer Service

Equal Opportunity Employer Minorities/Women/Veterans/Disabled

Main Duties & Responsibilities

T he Customer Relationship Manager is responsible for providing daily supervision and leading the development of the Operations Planning Team. They must be customer focused, self-motivated with a passion for providing world class Customer Service and resolving issues in an efficient and effective manner. They must be the “voice of the customer” inside the company, championing and leading continuous improvement in the service provided.

Qualifications

  • Accountable for overall management of the Operations Planning team. Including: hiring and firing, training, coaching/counseling; communicating job expectations; planning, monitoring, appraising job contributions, enforcing policies and procedures.

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  • Create and sustain a positive team environment displaying high levels of motivation and excellent team spirit.

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  • Responsible for the development and implementation of the Operations Planning strategy across the business.
    • With a pro-active customer focus, formulate actionable, value-add business solutions to the day-to-day operations and manage project implementation for these solutions

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  • Act as liaison between the Operations Planning Team and external/internal stakeholders, to drive better process and performance
    • Provide strategic plans and reviews; prepare and complete action plans; implement customer-service standards; resolving problems; completing audits; identifying Operations Planning trends; determining system improvements; implementing change
    • Determine Operations Planning requirements by maintaining contact with customers; conducting surveys; benchmarking best practices; analyzing information and applications
    • Improve Operations Planning performance by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes
    • Ensure the CRM is updated, and that pipelines and forecasts are accurate for weekly reporting meeting. Create and implement proactive customer-focused processes that improve customer satisfaction

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  • Collaborate with internal Operations and Sales to define best solutions to meet customer’s needs

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  • Create and maintain the sales forecast, reporting on performance versus forecast and participating in corrective action when required.

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  • Assign accounts to the team or manage them directly when appropriate

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  • Lead the Operations Planning team in telephone sales campaigns and pro-active customer prompting to deliver additional sales revenue through the Operations Planning team, actively process existing sales opportunities / quotations

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  • Responsible for ensuring the accurate and timely processing of customer quotations, orders, order confirmations and samples within agreed timescales. Generally this is within 24 hours.

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  • Ensure that through continuous improvement of systems and processes within Operations Planning they properly support the goal of Operations Planning excellence

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  • Responsible for managing customer complaints and resolution working with the quality department as necessary.

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  • Maintain a first call resolution on customer questions and issues

  • City: Irwindale

    Location_formattedLocationLong: Irwindale, California US

    State: California

    Community / Marketing Title: Customer Relationship Manager

    Company Profile:

    Requisition Number: 1340

    EEO Employer Verbiage:

    If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process, please contact us at careers@trimascorp.com or 248-631-5450
     
    TriMas Corporation participates in E-Verify.  To view additional information and copies of the posters click here.

    TriMas Corporation is an Equal Opportunity Employer.  All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, age, genetic information, sexual orientation, or protected veteran status and will not be discriminated against on the basis of disability or any other characteristic protected by applicable federal, state or local law.