Manager, Customer Service

Position Summary

ITT, headquartered in Stamford, CT, operates competitively in 35 countries with demanding sales in 125 countries around the globe. ITT partners with engaged customers to deliver enduring solutions to the vital industries that continuously advance our modern way of life. ITT employees thrive in an inviting and professional company culture.

ITT offers an extremely competitive benefits program. Our employees are provided medical and dental coverage, 401K savings plan, life insurance protection, sickness and accident income protection, a generous vacation and holiday program, a tuition reimbursement program, and a program that allows you to use tax-free dollars to pay for many health care and dependent care expenses.

Summary:

Manager of Customer Service, plans, manages, and executes programs that will continuously improve customer service levels and productivity between the sales organization, customers, distributors and the Lancaster and Amory Operations. Supervises and directs the efforts of customer service staff. Assures maximum profitability and customer satisfaction in the performance of all duties.

Essential Responsibilities

Include the following, but other duties may be assigned.

Achieves customer service objectives through management of customer service personnel and regular interaction with Operations and Sales departments to meet customer requirements. Focus on improving customer service quality results by establishing service metrics, monitoring data, evaluating results, and implementing process changes.

Prepare and execute action plans to implement changes. Ensure that customer service levels are aligned with external customers' expectations.

Continuously monitor customer service requirements by maintaining contact with customers and distributors; visiting operational environments; conducting external and internal surveys; benchmarking best practices; analyzing information and applications.

Optimize communications and collaboration between Customer Service, Field Sales and Operations.Manage and organize responses to all Customer inquiries within the required timeframe and handle all Customer complaints.

Review quotes and support sales team with getting approval's on IBG forms from valve management and reviewing margin analysis.

Ensure all orders are processed on time and accurately, and where necessary, provide training, guidance, and advice to eliminate errors/mistakes.

Ensure compliance with all appropriate ISO procedures and policies, and consistently ensure alignment with the Company's business objectives.

Participate and support audits of our business as required.

Support Product Management on product price increases.

Manage pricing and distributor contracts.

Accomplishes customer service human resource objectives by recruiting, selecting, onboarding, training, assigning, scheduling, coaching and counseling coworkers; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.

SUPERVISORY RESPONSIBILITIES

Directly supervises employees in the Lancaster and Amory Customer Service Departments along with dotted line supervision of Inside Sales team. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Position Requirements

QUALIFICATIONS

Previous Customer Service experience with emphasis on business planning, department action planning, customer service resource planning and methods of review.Proactive leadership role in identifying emerging needs with respect to process improvements; successfully work with & facilitate customer service needs with other departments across the organization for effective implementations.Work with Sales on the negotiation and implementation of pricing contracts, alliance procedures, major proposals, etc., wherever applicable.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE

Bachelor's degree (B. A./B.S.) from four-year college or university; and up to 15 years related experience and/or training, five of which must be in a supervisory capacity; or equivalent combination of education and experience.

LANGUAGE SKILLS

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

MATHEMATICAL SKILLS

Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.

REASONING ABILITY

Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

COMPUTING SKILLS

Ability to effectively utilize word processing software and spreadsheets and to navigate and use other custom applications software in a MS Windows environment. Knowledge of SAP is desirable.

CERTIFICATES, LICENSES, REGISTRATIONS

N/A

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.

While performing the duties of this job, the employee is frequently required to stand; walk; sit; use hands to finger, handle, or feel; and reach with hands and arms. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, distance vision, and ability to adjust focus.

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.

TRAVELMust be able to travel up to 25% of time.

Safety is a core value at ITT. Our employees understand and follow all ITT safety policies and procedures, participate in workplace inspections, safety training, and in the development of job safety analyses.

This position requires use of information which is subject to the International Traffic in Arms Regulations (ITAR). All applicants must be U.S. persons within the meaning of ITAR. ITAR defines a U.S. person as a U.S.

Citizen, U.S. Permanent Resident (i.e. 'Green Card Holder'), Political Asylee, or Refugee.

"ITT Corporation is an Equal Opportunity/Affirmative Action employer and all qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran or disability status, or any other characteristic protected by law."

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Equal Pay Act Statement

We aim to pay our 'ITT'ers' fairly and competitively in the locations that they live and work. Pay-for-performance is a principle that we believe in, and employees are rewarded based not only on 'what' they accomplish, but also on 'how' they reflect ITT's values.

ITT offers a competitive salary and robust total rewards package, such as health insurance, 401(k), short and long-term disability, paid time off, growth and developmental opportunities, and other incentive compensation programs. Specific benefits are dependent upon whether or not the position is part of a collective-bargaining agreement. The salary offered to a candidate is based several factors such as candidate experience and qualifications, location, as well as market and business considerations.

Equal Pay Act Range

Annual Salary Range between $99,500-$148,900 including benefits and incentive bonus.