A Bachelors Degree with 10+ years of experience in an industrial business-to-business customer service management position.
Ability to motivate employees and colleagues to work within tight timeframes.
Analytical skills to determine pricing tactics.
Highly developed personal organization and time management skills.
Ability to work under pressure in an environment of changing priorities.
Ability to deal with conflict in a professional and constructive manner.
Professional written and verbal communication skills.
Skilled in the use of Microsoft Office, a CRM system and an ERP system.Lead a customer service team with the prime objective of providing the best possible service to Ametek customers. Develop talent through leadership and training. Ensure the timely and accurate processing of business transactions to support customer expectations, company sales strategies and business plans. Take ownership of the pricing process. Ensure compliance with company and government regulations.
1.Provide leadership to a team of Customer Service Representatives (CSRs) ensuring that:
Quotations are provided within established company guidelines and deadlines and that communications with customers about their RFQs are treated with an appropriate level of urgency.
Customer purchase orders and change orders follow quotations prior to acceptance.
Customer driven production schedules on discrete/blanket orders and LTAs are acted upon in compliance with the terms of those agreements
The order backlog is managed in line with business unit guidelines
Customer complaints are treated with urgency and that Return Material Authorizations (RMAs) meet company procedures and customer expectations.
US Government and company export regulations are strictly followed.
2.Direct the pricing of quotations and ensure compliance with company objectives.
3.Perform periodic reviews of CSR skills and effectiveness and take decisive action to improve team capabilities and success.
4.Direct the interface between customers and multiple company disciplines, including business unit sales team, engineering and operations teams to assist in the development of new business.
5.Prepare periodic reports on key departmental metrics including team performance
6.Participate in the preparation of monthly, quarterly and annual business plans.
7.Actively engage in presentations of the benefits and features of Ameteks products and services to customers.
8.Other duties as assigned