Customer Service Manager - Marbach America, Inc

General

Manage and supervise customer service team, interact with customers to provide and process information in response to inquiries, concerns and requests about products and services. Treat all Marbach information and customer information in a confidential manner.

Tasks

• Management of job order/quote handling for customer service
• Ensure proper work place etiquette is taking place within the department and into other departments.
• Scheduling of job orders in line with production planning of work
• Supervise training of all department employees
• Schedule employees to cover jobs and attendance. Handle PPTO approval.
• Participate in management training and find further training possibilities
• Conduct yearly evaluations and regular coaching with each department employee
• Maintain purchase order records and verify price quoted against the amount billed.
• Set-up and maintain job, vendor, and customer files in Oxiaon (similar to SAP) and Excel.
• Assist with special projects and other duties assigned by the Operations Manager/CEO.
• Interact with customers to provide information in response to inquires about products and services along with handling/resolving customer issues by telephone, electronically or face to face
• Follow up with Scheduling
• Lead and organize monthly department meetings
• Obtain and evaluate all relevant information to handle inquiries and complaints
• Perform customer verifications
• Direct requests and unresolved issues to the designated resources
• Manage customers' accounts
• Keep records of customer interactions and transactions
• Record details of inquiries, comments and complaints
• Record details of actions taken.
• Communicate and coordinate with internal departments
• Follow-up on open quotes and specialty projects.
• Use of MI-5 CAD/CAM software to review customer supplied information.
• Use of Oxaion to enter orders, quotes, scheduling, planning and processing of all information relevant to customer, material, & supplier management.
• Develop and maintain good working relationships with Marbach customers.
• Ability to handle varied functions in a quick, accurate manner while being able to cope with constant interruptions.
• Reporting incidents immediately to Head of HR and CEO.
• Analyze data, identifying trends to recommend improvements
• Ensure customer rejections are documented following our quality guidelines.
• Follow-up on open quotes and specialty projects.

Preferred Skills

• Use of Microsoft Office (Word, Excel, PowerPoint)
• Interpersonal skills
• Communication skills - verbal and written
• Listening skills
• Strong problem analysis and problem-solving skills
• Attention to detail and accuracy
• Strong organizational skills
• Adaptability
• Bi-Lingual (English, Spanish)