As the Customer Service Manager, you will oversee the provision of accurate, comprehensive, and timely responses to both internal customers in New Jersey and Texas, as well as external customers.
Responsibilities not limited to:
- Ensuring prompt and precise communication regarding order statuses, expediting requests, pick lists for the Texas plant, and maintaining the integrity of customer information in our systems.
- Providing quotes, addressing inquiries via telephone, fax, and email, as well as offering resources and solutions to resolve any customer issues.
- Play a pivotal role in managing interdepartmental communication to meet customer service objectives. This involves cultivating proactive relationships with various departments such as Buyers, Operations, Shop, Shipping, Engineering, and Sales to ensure workflow efficiency and customer satisfaction.
- Collaborate closely with Engineering and Sales teams to ensure timely updates to systems with new products, product numbers, pricing, etc.
- Maintenance of the customer service procedures manual.
- Lead the department, overseeing staff in Texas by strategically hiring, managing performance, handling disciplinary actions, and termination practices.
- Provide coaching, mentoring, and training to enhance employee development, focusing on customer service training that emphasizes interdepartmental interactions, product knowledge, company history, and task prioritization.
Knowledge/Skills/Abilities:
- Proficiency in Microsoft Office and familiarity with ERP Systems.
- Strong interpersonal skills with a proactive approach to customer service.
- Excellent verbal and written communication skills.
- Demonstrated ability to make decisive decisions.
- Tactful communication skills across all levels.
- Critical thinking and problem-solving abilities coupled with sound judgment.
- Strong organizational skills and attention to detail.
Minimum Qualifications:
- Bachelor's degree preferred.
- 5 years of supervisory experience in a customer service or order entry environment.
- Experience in manufacturing preferred.