Customer Service Manager at Minneapolis

Job Description

PURPOSE

The position is responsible for the day-to-day management of the Customer Service department – including the Program Management team. Coordinates with other departments to ensure high level of sales, quality and customer satisfaction.  Develops and implements sales strategies in conjunction with sales personnel. Personally manages select customer projects and opportunities. Approves all pricing of custom programs. Establishes and maintains department and company policies and procedures.

 

KEY RESULT AREAS

• Manages all activities of the customer service department, striving to attain the highest possible levels of customer satisfaction and employee engagement.
• Develops and implements effective procedures and policies that are customer-focused.
• Conducts regularly scheduled departmental meetings and individual meetings as necessary to discuss department issues, present informational updates, introduce policies, conduct training, and address specific needs.
• Ensures telephones are answered on a timely basis and all customers are called back as requested.
• Assesses and assigns departmental staffing to meet departmental efficiency, company requirements, caller volume, and customer needs.
• Ensures the accurate entry of all orders
• Develops staff to meet the changing needs of the business and customers.
• Identifies and tracks key metrics to manage department efficiency and effectiveness (i.e. call volume, customer satisfaction responses, etc).
• Personally leads the effort with managers, staff and customers to resolve difficult customer problems and related issues.
• Coordinates with Manufacturing Manager, Production Control Manager, Engineering Manager and others as required on problem resolution or sales challenges.
• Interfaces with and supports the Credit Department in adhering to adopted credit policies and practices.
• Works with management and other staff to establish and review processes for recording and addressing customer complaints.
• Seeks win-win solutions that benefit both the customer and Stylmark.
• Functions as an internal sales leader, focusing on increasing Stylmark revenue and meeting the annual sales objective.
• Works with identified customers and prospects on opportunities
• Communicates with customers independently or in coordination with the sales person of record, according to account assignments.
• Supports the sales force in their mission of growing the business.
• Creates sales and communications strategies with sales people in order to close sales opportunities.
• Interacts closely with all internal departments in an effort to highlight the importance of revenue growth.
• Identifies opportunities to create greater customer focus and creates plans to achieve goals of higher customer satisfaction/retention
• Oversees the management of select customer projects and programs.
• Develops and implements the steps necessary to advance large scale customer opportunities to defined customer programs.
• Identifies internal functions that need to be involved in the development and implementation of key customer projects or programs.
• Directs and coordinates the activities of the specific team members regarding the customer project or program, or assigns these responsibilities to another qualified customer service individual. 

• Responsible for the management and advancement of critical processes that impact customer service and responsiveness
• RMA process
• New “Pre-pay and add" freight program
• Customer Complaint process
• Customer satisfaction survey.
• Completes projects and assignments as delegated by the Director of Sales and Customer Service

Job Requirements

JOB SPECIFICATIONS

Desired Education and Experience

B.A. or B.S. degree in management, sales, communications, or equivalent education and experience.  A minimum of eight years experience in customer service or related area with heavy telephone and customer contact.  Five years management or supervisory experience preferred.  Experience with complex, highly engineered and customized products is desirable.

Required Knowledge, Skills and Abilities

 

• Possess strong conflict and problem resolution skills.
• Possess professional telephone etiquette, strong customer service, and excellent interpersonal communication skills.
• Ability to interact professionally and personable with customers and internal departments.
• Ability to lead, supervise, and coordinate an employee team.
• Ability to analyze, evaluate, problem solve, make decisions, and negotiate.
• Ability to develop and conduct training of department employees.
• Possess working knowledge of computer systems.
• Possess basic mathematical and mechanical aptitude.
• Ability to acquire a basic understanding of the production business and a detailed understanding of the design of Stylmark products.
• Ability to read and memorize extensive catalog of parts and components.
• Ability to be organized and pay close attention to detail.
• Ability to work independently.
• Ability to maintain professionalism under stressful situations.

Country: USA, State: Minnesota, City: Minneapolis, Company: Stylmark, Inc..