Customer Service Manager

RESPONSIBIITIES AND DUTIES:

• Develops and implements customer service policies and procedures and defines customer service standards and metrics.
• Ensures all work instructions by OEM/customer are documented and maintained.
• Oversees the achievement and maintenance of agreed customer service levels and standards; identifies and implements strategies to improve quality of service and productivity; monitors progress and modifies actions accordingly.
• Monitors programs and procedures to ensure on-time delivery and customer satisfaction.
• Plans, prioritizes and delegates work tasks to ensure proper functioning of the department; directs the daily operations of the customer service team.
• Ensures the necessary resources and tools are available for quality customer service delivery.
• Oversees customer issues and ensures effective and long-term problem resolution; handles complex and escalated customer service issues; ensures effective tracking and resolution of customer issues and concerns.
• Provides feedback to Operations, Supply Chain, and Engineering teams to ensure all customers have accurate and timely information on order status and/or changes.
• Analyzes customer scorecards and follows-up to meet quality requirements.
• Acts as first point on contact on new EDI set up requests; reviews and determines eligibility in consultation with Sales. Monitors other EDI activity and issues and coordinates resolution with Customer Service, Sales and IT.
• Coordinates and manages customer service projects and initiatives.
• Evaluates and performance manages staff; identifies and addresses training and/or coaching needs within the team.
• Other duties as assigned.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)