Manager, Customer ServiceJob Location: Hauppauge, NYThe following statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all essential functions, duties and skills required of personnel so classified. Management retains the discretion to add or change the duties at any time.
Job Description: This is an opportunity to drive process improvement and to be an agent of change, while simultaneously managing and mentoring an inside customer service team of a multi-million-dollar electronics manufacturing business. Under limited direction, the candidate will be responsible for the supervision and guidance of a multi-functional Inside Sales/Customer service team. The position requires leadership ability, cross functional communications, problem solving skills and the willingness to challenge norms to seek ways to improve the functioning of the department and the overall business. Communicates within and outside of organization to explain and influence changes to policies, practices, or approaches. Responsible for determining if internal organization can meet customer requirements. Reviews Terms and Conditions (T&C's) and Federal Acquisition Regulation (FAR) clauses to determine legal compliance in the areas of quality, payment terms, price, delivery, and packaging for new orders. Negotiates with Manufacturing, Salespeople, and the customer to prioritize requirements. Influences and/or resolves production and shipping schedules and invoicing problems. May negotiate with the external customer for non-compliance to contract.
The selected candidate must have the ability to perform the essential duties & responsibilities with or without reasonable accommodation. The duties and responsibilities may change from time to time without notice and include but is not limited to the duties described below.
Essential Functions: - Provides supervision, direction, and training of subordinate staff in sales administration.
- Confers with Regional Sales Managers and Product Line Managers to resolve problems with sales orders or customer service.
- Provides direct support to both our domestic and international customers
- Responsible for creation, maintenance, and achievement of KPI's for quoting, order entry and customer service teams
- Coordinates with Operations to expedite orders and resolve customer service problems.
- Manages and maintains contract renewal status with sales partners and representatives.
- Oversees the work activities of customer service representatives to ensure optimum results from customer requests and opportunities.
- Responsible for directing and coordinating the processing of sales orders.
- Seeks opportunities to modify the sales administration processes for improved efficiency and effectivity; leads change management when appropriate.
- Performs day-to-day problem solving.
- Maintain customer portals to address issues impacting Supplier Score Cards.
- Partners with Operations, Quality, and Global Trade Compliance to identify and resolve issues that impact order fulfillment and customer satisfaction.
- Participates in development of and responsible for attainment of annual budget and resource plan.
- Leads, directs, and reviews the work of direct report(s) who exercise latitude and independence in their assignments.
- Manages team to appropriately determine ultimate end-user compliance with export regulations for new orders
Qualifications: - Bachelor's Degree and minimum 9 years prior related experience or Graduate Degree with a minimum of 7 years of prior related experience, supervising sales and/or customer service staff, preferably within a high-tech manufacturing defense industry environment.
- Must possess intermediate or higher Microsoft Office skills and have ability to learn and acquire high level proficiency with job specific software applications.
- Must possess excellent communication skills with ability to exchange information and interface effectively with employees and/or customers clearly and concisely.
- Must have the ability to work with international customers and have sensitivity to unique requirements they may have.
- Good skill level in working cross-functionally
- Strong Attention to detail
- Highly responsive to customer requests/inquiries
- Experience working in defense/aerospace companies serving both domestic and international customers.
- Requires management and leadership knowledge in job area and comprehensive knowledge within professional discipline.
- Requires ability to communicate with leadership regarding matters of importance to the function or business area. May conduct briefings with senior leaders.
Please be aware many of our positions require the ability to obtain a security clearance. Security clearances may only be granted to U.S. citizens. In addition, applicants who accept a conditional offer of employment may be subject to government security investigation(s) and must meet eligibility requirements for access to classified information.
