Customer Care Team Lead / Manager

Confidential Company  •  San Francisco, CA and Oakland, CA

5 - 7 years experience  •  Manufacturing / Diversified

$80K - $100K
Posted on 03/17/18
Confidential Company
San Francisco, CA
5 - 7 years experience
Manufacturing / Diversified
$80K - $100K
Posted on 03/17/18

CUSTOMER CARE TEAD LEAD / MANAGER

A very visible and always busy position with a manufacturing company is immediately available.

BS/BA degree with a minimum of 4years of experience related to OEM's and/or distribution.

Excellent salary, benefits, bonus plan plus relocation assistance to the EAST Bay Area of San Francisco.

Position Summary:

Responsible for strategic management of all care team customer service operations. This includes pricing, interaction with supplying divisions, reviewing customer quotations, analyzing and correcting customer service trends; managing and supporting sales/customer service correspondents.

Scope/Supervision and Interaction:

Serves as coordinator/liaison between key customer(s) and multiple divisions across multiple operating groups. Will be required to effectively communicate with customer representatives, division and group staff members at all levels. 

Essential Functions:

Become liaison with multiple divisions/groups to coordinate order management for large OEM customers (.$100M in sales)

Interact with and prepare communications for facilities Executive Leadership

Manage Customer Care Processes while working with Account Management and divisions to provide premier customer care and experience.

Achieve customer service objectives - Prepare and complete action plans, productivity, quality and customer standards.

Resolve problems - complete audits, identify customer service trends - determine improvements and implement change.

Help to meet customer on-time delivery as well as financial objectives.

Qualifications:

?Education: BS in Business Administration, Supply Chain or equivalent preferred, .

? Minimum of 4years of experience related to OEM?s and/or distribution.

? Knowledge of division nomenclature, pricing programs, field sales force, division quoting and order entry system highly desirable. 

? Strategic and tactical pricing experiencerequired. 

? Prior leadership and supervisionexperiencedesired.

? Computer Skills: Knowledge and use of Microsoft suite of products, EXCEL, Lotus Notes, and Division order entry systems. PH Connect experiencedesired.

?Travel requirements: Minimal overnight travelrequired. Administrator meetings or critical OEM meetings will require travel. Local customer meeting may be required.

Personal Skills Required: 

? Effective communications, negotiation skills, excellent written and verbal skills, and effective presentation skills.

? Excellent communication and people skills while being able to make decisions.

? Strongly oriented for multi-tasking with a strong attention to detail.

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