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Customer Service Manager

Mount Vernon, IA

Job Information:

ROLE DESCRIPTION
Manage / Coordinate our customer service department, while creating efficiencies within the department.  Act as a knowledgeable and informed liaison between the CSR staff and production management team.

MAJOR RESPONSIBILITIES 
  • Demonstrate and foster U.S. Nameplate Company’s Core Values
  • Monitor, control and manage the customer service representatives to maintain and grow their existing accounts, while creating operational accuracy and efficiency.
  • Main point of contact for CSR’s to address their concerns (internal communication with production, lead times, late shipments, non-conformance, ERP system, etc.).
  • Responsible for managing CSR feedback, identifying problems in the operation’s process and resolving issues when possible, while working closely with Sales Manager when needed.
  • Achieving Customer Satisfaction (identified through Retention) – Retention expectations & accountability goals to achieve
  • Existing Account Growth – create performance metrics/expectations and be held accountable to achieve growth
  • Administration Operations – evaluate, manage/coordinate (Hours, schedules, open/close responsibilities, vacation). Work with HR to acquire/train new customer service representatives.
  • ERP Training – coordinate & implement customer service related training with your CSR staff. Utilize the extensive benefits of our new ERP system and assure the CSR’s are maximizing those benefits.

KEY DELIVERABLES
  • Build customer loyalty through positive customer engagement and service excellence
  • Partner with Production and Sales Team to ensure a world class customer experience
  • Create a collaborative and energetic customer service department


EDUCATION
  • High School Diploma or GED

EXPERIENCE
  • 2-3 years of customer service experience; preferably in a manufacturing environment
  • 2-3 years of management experience
  • Sales- Inside or Outside
  • Manufacturing ERP system experience preferred; specifically, Global Shop.

QUALIFICATIONS
  • Maintain a positive and flexible attitude within a team environment
  • Effective communication and collaboration skills with internal and external customers
  • Strong organizational skills and attention to detail
  • Customer focused and Sales driven
  • Leadership qualities

Application Instructions: 
To apply, please email sales@usnameplate.com
 

Applying for:

Customer Service Manager

US Nameplate Co

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Posted 08/28/17

Job ID: 26621089