Production Manager/CSM - Commtech Services Inc

Customer Service Manager
 
Job Summary:
Responsible for all Customer Service operations, this includes but not limited to all aspects of order processing, quoting, and customer satisfaction.  Position reports to Assistant General Manager.
 
Responsibilities:

• Ensure customer satisfaction by managing customer communications, updates, quoting, and order confirmation.
• Enhance client and co-worker relationships: partner with other department leaders to provide input on initiatives, resolve issues, and execute business objectives.
• Lead and manage at least one direct report in the Sales Department.
• Champion process improvements within Customer Service, including offering new ideas and developing processes within the sales department to improve the customer experience, employee satisfaction, and corporate performance.
• Exercise judgment to evaluate customer requests and provide accurate lead-time estimates and pricing following the Business Development Strategy.
• Proactively review data to identify orders not meeting projected due dates and work with Production, Quality Assurance, and Shipping to minimize late deliveries.  Ensure in-stock items are shipped as planned to maximize monthly\yearly revenue goals.
• Research documented and undocumented client complaints for validity, work towards solutions for the client, follow up with client when necessary, and deliver and track coaching and corrective action when required.
• Work with Senior Management to develop new pricing, communicate and enforce pricing integrity.
• Maintain company representation and communications through customer portals as required.

 
Required:

• BS or BA degree is required. Ideally in ME or similar, business or similar is okay too.
• Minimum of 5 years of Customer Service experience in a technical-based industry required.
• Minimum of 3 years of Leadership Experience required.
• Strong understanding of Inventory & Shipping practices required.
• Strong organization and Microsoft Office skills required.
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• Management reserves the right to assign or reassign duties and responsibilities to this job at any time.