Customer Service Manager
SUMMARY OF RESPONSIBILITIES:
Reporting directly to the National Sales Manager, this position is responsible for the daily management of the Customer Service Representatives and Order/System Administration to ensure all customer requests are processed in a prompt and courteous manner. Develop pricing for all special products to ensure proper gross profit margins meet the company’s pricing guideline requirements. Work closely with the Regional Sales Managers
Manage the Customer Service Representative (CSR) group. Hire and train new employees. Resolve problems. Act as liaison between all departments on matters that pertain to customer service.
Interface with all departments in handling customer service issues including credit and collection problems, order processing, shipping instructions, and issuing Return Authorizations.
Develop and deliver annual performance reviews for Customer Service team, manage disciplinary actions, and elevate any issues that may need the attention of upper management.
Determine pricing of all special or custom products which are not priced in the system. Determine new product price codes and enter all information into the ERP system. Review products that may not be priced correctly and adjust to assure profit margins are met.
Process all requests for quotes and orders in the ERP system
Work closely with Regional Sales Managers on all administrative requests.
Improve and streamline processes to ensure maximum efficiency.
Monitor pricing to ensure customers are correctly quoted.
Work with the Regional Sales Managers to update contracts annually, or as needed throughout the year.
Review all customer price lists annually and identify products that may be priced incorrectly. Work with the National Sales Manager to increase prices on low margin products.
Review and correct all Customer Service related ISO procedures, as needed.
Perform other duties and responsibilities as assigned.
Respond to sales related non-conformance issues when required.
Special projects as requested or required.
Provide backup to the Customer Service Representatives whenever required.
This position requires a level of knowledge that is usually associated with a Bachelor’s Degree in Management, Marketing, Business or Sales Administration or Information Technology plus three to five years previous related work experience. Previous experience working in a manufacturing company.
ADDITIONAL REQUIREMENTS AND TRAINING:
General knowledge of Windows computers, accessing networks, ERP systems, and Microsoft Office is required.
Knowledge of Shipping Systems is required.
Further on the job training that may be required includes: Infor Syteline ERP System usage, Advanced Microsoft Excel features, General Safety, Company’s Quality System, ISO9001:2015, Hazardous Communications Training (MSDS), and Evacuation Training.
Regularly required to sit, stand, and talk on phone, and computer keyboard.
Electroswitch is an Equal Employment Opportunity employer and provides Equal employment opportunities for all current and prospective employees. The Comany will ensure that all terms of employment are provided without regard to race, color, sex, age, religion, national origin, disability, protected veteran status, military status, gender identity, sexual orientation, or any other characteristics protected by law.
Electroswitch will provide reasonable accommodations which do not impose an undue hardship on the company, to enable individuals with disabilities to participate fully in the interviewing and hiring process and during their employment in compliance with the Americans with Disabilities Act and the Rehabilitation Act of 1973.