Customer Service Manager

SATO America is seeking a detail-orientated, service-focused, Customer Service Manager.

At SATO America, LLC our mission is to create new value for our customers through products and services of superior quality and to contribute towards a better and more sustainable world. In over 80 years, SATO has fostered a culture of professionalism and customer-centric innovation with an unchanging mission of value creation for customers that, in turn, contributes to a more sustainable world. Do you have what it takes to be our customer's most trusted partner for mutual growth, and always essential in an ever-changing world? If so, look no further. We have a place for you.

SUMMARY: Manages all aspects of SATO America's customer service policies, objectives, and initiatives. Provides mentoring, leadership, and organization to team members. Oversee the creation and implementation of efficient and balanced workflows that maximize efficiency and produce high levels of service, quality and customer satisfaction. Develops, monitors and measures service metrics and volume to develop standards, improvements, or changes to workflows and resource allocation. Provides feedback on products and services based upon customer insights and requests. Engages in resource planning and decision making. Interfaces with other departments across the organization to ensure the customer service department is engaged, informed and prepared to provide superior customer care experience.

DUTIES & RESPONSIBILITIES:

• Enhance the overall customer service experience, create engaged customers and facilitate organic growth.
• Take ownership of customers issues and follow problems through to resolution. Review customer complaints, respond appropriately following established guidelines, engage and communicate with others to resolution, document as required in quality management system. Serve as an escalation liaison and primary point of contact for inquiries, collaborate on questions and project needs and concerns with Customers, Sales, Quality, Accounting, Manufacturing, Vendors and Management
• Meticulously document and manage all project specifications including sales orders, pricing, order entry, product and artwork specifications, packaging, shipping & delivery information; maintain & manage customer profiles in ERP and/or CRM
• Perform and/or oversee quotes and estimates; forecast project requirements and supplies for demand-planning; manage customer portals; oversee product delivery logistics.
• Team with Accounting to onboard clients, obtain credit approval, produce purchase order, provide customer specific reporting, client invoicing.
• Set a clear mission and deploy strategies focused towards that mission.
• Understand our products and services and where necessary guide our customers to the proper selection or competitive alternative.
• Audit, develop, and standardize customer service procedures and trends across locations and determine system improvements.
• Maintain accurate records and document customer service actions and discussions.
• Develop customer satisfaction goals and coordinate with the team to meet them on a steady basis.
• Analyze metrics and compile accurate reports. Communicate the data to drive business decisions and evaluate performance.
• Recruit, mentor and develop customer service representatives and nurture an environment where they excel through professional development and empowerment.
• Keep ahead of industry's developments and apply best practices to areas of improvement.
• Control resources and utilize assets to achieve qualitative and quantitative targets.
• Maintain an orderly workflow according to priorities.
• Enforce company policies and procedures.
• Perform all other duties as assigned.

QUALIFICATIONS:

• BS degree in Business Administration or related field or 10+ years of related experience.
• Demonstrated success as a Customer Service Manager preferably in a business-to-business environment.
• Experience in providing exceptional customer service support.
• Solid knowledge and application of management methods and techniques.
• Excellent verbal, written and interpersonal communication skills. Working knowledge of customer service software, databases and tools.
• Awareness of industry's latest technology trends and applications
• Ability to think strategically and implement resulting action items. Collaborative mindset.
• Strong client-facing and communication skills.
• Advanced troubleshooting and multi-tasking skills.
• Proficiency in Microsoft Office

PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Sitting: Remaining in the seated position
• Dexterity: Picking, pinching, or otherwise working primarily with fingers rather than with the whole hand or arm as in handling
• Talking: Expressing or exchanging ideas by means of the spoken word to impart oral information to clients or to the public and to convey detailed spoken instructions to other workers accurately, loudly, or quickly

WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

TRAVEL REQUIREMENTS: Up to 20% to visit team members/locations.

OTHER DUTIES: Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

SATO America LLC offers a highly competitive salary in addition to an outstanding, market-leading benefits program. SATO's total compensation package extends well beyond your paycheck as it's designed to support and enrich your personal and professional life. See our benefit line-up below:

Health & Wellness: medical, vision, and dental insurance to include coverage for domestic partners. SATO contributes approximately 75% to the cost of employees' health insurance coverage along with 100% company paid Life & AD&D, short-term and long-term disability insurance, and a pre-tax Health Savings Account with an employer contribution of $500.00 or $1,000.00 depending on elected medical coverage.

Time Away: We observe 10 company-paid holidays per year and up to ten (10) days accrued vacation time in the first year. Eleven (11) days at year two (2). Twelve (12) days at year three (3). Thirteen (13) days at year four (4) and fifteen (15) days at year five (5). We also offer six (6) accrued personal days for you to use for things like weddings, moving, mental health, religious holiday, sick child or for anything that is truly personal.

Saving for the Future: plan for your short-term and long-term goals with our 401(k)-retirement savings plan with employer match with no vesting schedule. You are fully vested on the first of the month following 30 days of employment. SATO will match 100%/dollar-for-dollar of your 401(k)-deferral amount of the first 3% of your pay and an additional match of 50%/$.50 on the next 2% of your pay. For example, if you defer 5% of your pay into the 401(k) Plan, SATO will make a 4% matching contribution.

Work-Life: we offer an Employee Assistance Program for employees and eligible family members, career development, growth opportunities, and referral bonuses.

SATO America LLC is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth and pregnancy-related conditions), gender identity or expression (including transgender status), sexual orientation, marital status, military service and veteran status, physical or mental disability, genetic information, or any other characteristic protected by applicable federal, state or local laws and ordinances. If you are excited about this role but do not meet all the qualifications listed above, we encourage you to apply. We are focused on creating and fostering a diverse and inclusive workforce. SATO America LLC's management team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities, access to facilities and programs and general treatment during employment.