Customer Service Manager

Description:

Job Summary:

Reporting to the Director of Sales, the Customer Service Manager role will include managing key accounts as well as offering support to answer questions to both external customers and the inside Customer Service Team. The position works closely with the Director of Sales ensuring efficient service to customers from quotation to close of order and delivery of product. The work schedule is Monday through Friday from 7:30am to 4:30pm (Flexible).

PRIMARY JOB FUNCTION:

Key Responsibilities

Voice of company: Build customer rapport and trust through clear, polite and accurate communication both oral and written

Detail focused: Ensure customer satisfaction while ensuring data input is accurate while following established procedures

Responsiveness: A well-organized problem solver, the go-to person able to help others

Requirements:

MINIMUM QUALIFICATIONS

- Five or more years’ experience in an aluminum extrusion Customer Service Supervisor role with a strong focus on telephone communication and order entry

- Excellent oral and written skills

- Able to work in a fast-paced environment while navigating the production system (EPICS) efficiently and accurately

- Strong working knowledge of MS Office and EPICS

- Bachelor's degree preferred

- General Accounting Knowledge

TECHNICAL SKILLS/COMPETENCE

- Excellent telephone presence and manners, as well as strong written skills

- An understanding of measurements, tolerances and basic geometry

- Critical thinker with the ability to problem solve and relate well to a diverse group of customers (primarily over the phone and email)

- High energy level, self-starter, a positive attitude and ability to work with minimal direct supervision

- Strong team player and works well with others

- Strong supervisory and leadership skills including coaching and training

- Multitasker with excellent time management and organizational skills

DUTIES AND RESPONSIBILITIES

- Product knowledge

- Lead the Customer Service Department in providing excellent customer service

- Ensure team data is entered correctly and efficiently within procedural guidelines

- Build and maintain strong lasting relationships with customers

- Ability to manage complaints quickly and efficiently

- Meet and exceed established goals and objectives

ESSENTIAL PHYSICAL FUNCTIONS:

- When required, the ability to work on the production floor with exposure to dust, fumes, odors, loud noise, and varying temperatures.

- Must be able to lift 25 pounds at times.

- Prolonged periods of sitting at a desk and working on a computer.

We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, gender, age, creed, sex, disability, marital status, citizenship status, protected veteran status or any other characteristic protected by law.