Principal Responsibilities- Supervises the Account Specialists, assists when necessary to address complaints and resolve difficult problems.
- Leads and coordinates the activities of employees engaged in Customer Service activities.
- Plans and develops policies and procedures that will enhance service to customers with timeliness and accuracy.
- Access customer portals for maintaining customer requirements and planning.
- Use of RBC ASI software for maintenance of customer requirements.
- Monitors production orders and expedites delivery per customer requests.
- Coordinates shipping release
- Prepares and negotiates customer quotations and proposals at defined limits.
- Issues credits per verified customer debits, internal management requests or billing error correction.
- Resolves customer disputes.
- Assure work of the Account Specialists is timely, accurate and error free.
- Must have significant knowledge of company products and procedures to effectively train and ensure accuracy with:
- Return Material Authorizations (RMA's)
- Contract Review
- Act as company liaison with a variety of internal and external customers when resolving significant, unusual or complex issues.
- Provide necessary training to assure familiarity of Account Specialists with product, process and customers including helping to establish relationship with plant engineering departments.
- Keep abreast of regulatory changes in the industry as well as company policy changes to flow down to Account Specialists.
- Plans, prepares, and assigns customers to Account Specialists taking into consideration workload and competency of incumbent to assure excellent customer service is provided.
- Observes and evaluates the performance of Account Specialists. Writes performance reviews and obtains approval of such review and salary increase with manager and HR prior to communicating same to employee. Takes appropriate corrective action with those whose performance does not meet expectations up to and including discharge.
- Travel to visit major customers as required.
- Conduct departmental meetings as required.
QualificationsBachelor's degree or three to five years related experience in a supervisory role and/or training; or equivalent combination of education and experience to the satisfaction of the manager.
Knowledge, Skills and Abilities Excellent written and oral communication skills.
General computer skills - Microsoft Office
ASI
Must be detail oriented and follow issues through to completion
Must have excellent communication ability
Ability to keep customers satisfied while maintaining company guidelines
Thorough knowledge of Customer Service function
Knowledge of product and customers
Detail oriented with superb follow up and outstanding accuracy
