Job Description:Summary: Responsible for Customer Service and Inside Sales management as the solutions provider responding to customer needs, questions, complaints, and inquiries as to orders, delivery, service, warranties, product returns and replacement orders and account credit requests. Maintains records of activities and informs higher management of trends in product issues or problems. Possess a strong foundation within business to business environments (B2B) and a commitment to resolve customer issues consistent with Marmon Foodservice Technology Group procedures, values, and mission.
Essential Duties and Responsibilities:
Develop customer service policies and procedures including software support.
Analyzes trends in customer service area and recommends changes.
Forecasts operating costs and directs preparation of budget requests within department.
An effective trainer, talent developer, and mentor as required.
Communicate proactively with customer on issues such as pricing, shipping availability, order charges, etc.
Communicate internally with the sales, engineering, and shipping functions to ensure that customer issues are resolved and the product at the quoted price and quantity arrives as committed.
Assure relationships are maintained in a fair and ethical manner.
Assist directly and by example on customer inquiries generating the reality that the customer service function is an extension of the customer's business.
Prepare and/or coordinate appropriate documentation, i.e. faxes, e-mails, phone calls on customer inquiries.
Establish delivery commitment dates to the customer based on interaction with the appropriate internal departments on production and build schedules.
Computes price, discount, sales commission, and shipping charges, and prepares invoices and shipping documents such as bill of lading.
Ensure order data into computer system to determine total customer cost.
Proactively inform customers of promotions and interact extensively within the sales organization to ensure uniformity and consistency in satisfying customer requirements.
Manage return materials authorizations (RMA) processes for ensuring customer returns, exchanges, service and repairs are done with speed and accuracy and all customer service delivery issues are resolved.
Continual liaison with Sales Team for escalations and corporate communications specific to products, product testing, pricing, global sales meetings, etc.
Facilitate and lead rollout projects and teams with development and maintenance of project plans and weekly meetings bringing project(s) to fruition.
Assist in facilitating Silver King products in convention and shows with cross functional sales staff across all BU's in Marmon Foodservice Technology Group.
Populate and submit all required reporting (weekly, monthly, quarterly, annually), including quarterly sales reporting.
Manages price increase submittals working with BU Controller and BU VP.
Develop and supervise, as required, effective training of Customer Service personnel.
Other tasks and duties as assigned.
Qualifications and Competencies (Education & Experience):
Minimum degree and required experience:
Other qualifications and competencies:
Excellent verbal and written communication skills.
Ability to read, analyze and interpret general business periodicals, professional journals, technical procedures, or government regulations.
Demonstrated computer proficiency and related system administration software.
Excellent knowledge of Silver King products.
Ability to write reports, business correspondence, and procedure manuals.
Ability to effectively present information and respond to questions from diverse populations such as groups of managers, clients, customers, distributors, and the general public.
Ability to calculate figures such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.
Professional deportment, high energy level, and enthusiasm are necessary.
Follow established policies and procedures as outlined in Silver King's and Prince Castle's Quality Manual and associated documents.
Participate in quality assurance and business improvement activities, including training and improvement projects as defined by the organization.
Working Conditions: Work is performed in both office and manufacturing environments. Hours of work will generally be during regular business hours with a minimum of 40 hours a week. At times there will be some variation in work hours due to special projects, deadlines and other concerns. Minimum travel may be required (< />
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.
Acknowledgement: This job description describes the general nature and level of work performed by employee assigned to this position. It does not state or imply that these are the only duties and responsibilities assigned to the job. The employee may be required to perform other job-related duties as requested by management. All requirements are subject to change over time and to possible modifications to reasonably accommodate individuals with a disability.