Customer Service Manager

Vollrath Sheboygan , WI 53081

Posted 2 months ago

Creates & implements policies & process to ensure timely and effective communication to customers regarding order, production and shipping status of custom components. Leads a team that will coordinate internal resources including logistics, credit, and operations to ensure on time delivery of custom orders. Resolves and troubleshoots internal disconnects between cross-functional roles to minimize customer order disruption and lines down status.

Creates and measures team performance through established KPIs and performance measurements. Ensures team members are trained and proficient in customer expectations, conflict resolution and customer satisfaction. Maintains a supporting, working relationship with the Director of Sales and the sales team to deliver revenue and profit goals. Demonstrate "Customer Loyalty" in all daily activities and lead by example.

Responsibilities

  • Manages information gathering and communication between customer, sales team and customer service to ensure on-time delivery and resolution of quality issues.

  • Manage and expedite resources to resolve Customer/Vollrath issues. Utilize department managers as well as VMS Regional Sales Managers when necessary.

  • Lead, train and manage Customer Service team. Manage workload and daily tasks to maximize team efficiency and meet KPI targets.

  • Responsible for supporting CSP Sales Teams by working with all manufacturing facilities to meet customer request dates and set up of customer ordering programs.

  • Support cleaning service parts by managing order process and supporting Cleaning Technical Service.

  • Manage order backlog and backorder for the CSP division. Provide reports, information and feedback to sales management relating to product inquires problems, product requests and competitive information received from customers.

  • Work with sales leadership to analyze, recommend and implement price increases for the CSP division.

  • Manage and communicate information to customers regarding sales inquiries, inventory, stocking programs, surcharge programs, pricing, quotes, and shipping.

  • Work on various software implementation teams. Communicates with management and users to assure smooth functioning of new systems or procedures.

  • Subject Matter Expert for JD Edwards's software and other manufacturing systems.

  • Work with Project Management to ensure seamless transition from prototype/pre-production to production for new custom products and orders.

  • Manage standard product offering for medical and wholesale products including labeling, packaging and any design updates.

  • Manage and obsolete discontinued items.

  • Work with cross functional team to identify and drive cost down opportunities for CSP products.

  • Primary contact for manufacturing on capacity evaluation against order/demand.

  • Monitors daily, weekly, monthly inventory on hand without demand, stocking agreements, Surcharge programs, Returns, order and shipment goals, Call Center, Product Availability, pricing and margins.

  • Maintains historical pricing data on the organization. Coordinates and communicates pricing information to Regional Sales Managers and Customers.

  • Develops or updates functional or operational manuals outlining established methods of performing work in accordance with organizational policy. Oversee department standard Operating processes (SOP's).

Qualifications

  • Proficient Microsoft Office Suite

  • 5+ years in a Customer Service Management Role

  • JDE experience

  • Bachelor's degree or equivalent from four-year College or university; or one to three years related experience and/or training; or equivalent combination of education and experience

Company Culture Requirements

  • Treat all people with Respect
  • People matter. Understand your audience and your impact. We are better when people are heard and valued for their unique perspective.
  • Take Ownership
  • People are counting on you. Act with integrity and follow through on commitments.
  • Empower Action
  • We succeed when we work together. Our differences make us stronger and create better outcomes. People and teams are empowered to make decisions and take action.
  • Commitment to Stakeholders
  • We are committed to knowing and exceeding the expectations of our customers, employees, ownership and communities.
  • Life Beyond Work
  • People need balance. Embrace opportunities to pursue your passions.
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Customer Service Manager

Vollrath