Job details

Domain

Programs / Customer Relations

Job field / Job profile

Customer services and support - Customer support & services management (CSSM)

Job title

Customer Service Manager

Employment type

Permanent

Professional category

Administrative staff

Part time / Full time

Full-time

Job description

The role of the Customer Service Manager is responsible for direct communication with customers, sales personnel, customer support and Sr. Management. This role is responsible for all aspects of customer accounts including quoting and order process, contract management, organic revenue growth, and performance reporting. Additionally, this position will manage a team of Customer Service Representative's (CSR's) to achieve Customer Satisfaction. This cross divisional function will coordinate customer service specific activity across SAU/SAS/SAO functional areas.
DUTIES AND RESPONSIBILITIES
This list of duties and responsibilities is not all-inclusive and may be expanded to include other duties and responsibilities, as management may deem necessary from time to time.
• Maintains strong client relationships and acts as the primary point of contact for all customer service activity.
• Regularly reviews daily activity for assigned customers to assure that questions have been answered, decisions have been acted upon, and problems have been resolved.
• Leads Customer Service Team and acts as escalation point for issues identified by CSR.
• Ensures that customer service representatives are trained and knowledgeable on the global processes.
• Ensures customer quotations and purchase orders are managed to meet expectations.
• Manages and attends meetings to resolve problems and provide solutions.
• Works with Purchasing, Operations and Sales to coordinate the purchase order flow in the warehouse/shop as required.
• Manages daily/weekly/monthly KPI's and reports for assigned accounts.
• Analyze delivery / sales performances
• Provides weekly updates on KPI's and critical requirements to the Customer Service Director.
• Identifies and attracts new business from existing customer base.
• Conducts Customer field visits and periodic program performance reviews.
• Oversees answers to all applicable correspondence by the Customer Service Reps.
• Organizes meetings with staff to discuss daily issues, problem areas and generate new ideas.
• Works with sales and purchasing on forecasting.
• Provides employee appraisals/reviews.
• Ensures that the department is in compliance with company policies and procedures.
• Monitors and ensures the AOG line is handled adequately.
• Participates to the elaboration (done by Sales Manager) of new contracts.
• Assists and performs responsibilities given by the Customer Service Director.
• Comply with and ensure that direct reports adhere to policies/procedures and regulations, i.e., handbook, training requirements, state and federal regulations, etc.

Candidate skills & requirements

QUALIFICATION REQUIREMENTS
To accomplish this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below 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.

a) Knowledge and skills
• Customer oriented service.
• Strong work ethic and ability to be self-motivated
• Computer skills with knowledge of ERP/MRP, Excel spreadsheets and Word.
• Management Capability

b) Competencies
• Decision Making
• Leadership
• Problem Solving
• Planning & Organization
• Communication
• Integrity

c) Education and/or experience
• Bachelor's Degree
• 5 years minimum customer service and management experience

d) Communication Skills
• Strong oral & written communication skills essential for interaction with customers.
• Ability to make presentations

e) Physical Demands
• Ability to travel as needed domestically and internationally.

Annual salary

$80,600 - $99,500

Job location

Job location

North America, United States, Georgia, Atlanta

City (-ies)

101 World Dr GA 30269 Peachtree City

Applicant criteria

Minimum education level achieved

Bachelor's Degree

Minimum experience level required

More than 5 years

ITAR Controlled Position: Select "Yes" if role requires U.S. citizenship/permanent residency

Yes