Customer Service Manager

As a Customer Service Manager you will take the lead on managing and developing key customer relationships while managing a small team of 5 Customer Account Managers/Sales Order Processors.

Your team will be the focal point between the business and the customer, therefore a relationship focused, customer centric approach is needed. A) Lead Duties

i. Assists in the direction of daily activities of the Customer Service Representatives

ii. Helps create an atmosphere that promotes the development of new concepts, ideas and methods to support continuous improvement in the department

iii. Assists in the distribution and monitoring of departmental activities, including adherence to company/departmental practices, procedures and policies.

iv. Assist in the management and development of all Customer Services Representatives to ensure customer satisfaction and balanced workloads

v. Assists with the daily/monthly KPI's and goals for the department and contributing to the overall achievement of those goals and objectives. This includes assisting with the creation and maintaining the department's performance metrics.B) Acts as the primary liaison between the customer and the business relative to spare part sales. This includes interfacing with finance, engineering, manufacturing, production control, and purchasing departments as required.

i. Prepares Pricing Quotations and follows-up on customer inquiries.

ii. Process customer purchase orders utilizing internal operating systems and acknowledge the delivery date to customer.

iii. Provide assigned customers weekly, monthly and quarterly metrics relating to lead-time and on time delivery performance for their account.

iv. Monitors sales and delivery of spare part orders for assigned customers. Manage orders to ensure data, dates, and commitments accurately