Customer Service Manager

Type of Position: Salaried / Exempt

Reports To: Assistant General Manager

Department: Sales

Job Summary:

Responsible for all Customer Service operations, this includes but not limited to all aspects of order processing, quoting, and customer satisfaction.

Essential Job Functions:

· 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

Qualifications:

· 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

· Undergraduate degree preferred

Management reserves the right to assign or reassign duties and responsibilities to this job at any time.

Job Type: Full-time

Pay: $80,000.00 - $90,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Experience level:

• 5 years

Shift:

• 8 hour shift
• Day shift

Weekly day range:

• Monday to Friday

Ability to commute/relocate:

• Fairfield, NJ 07004: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Customer Service in a Technical-based industry: 5 years (Required)
• Leadership: 3 years (Required)

Work Location: One location

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