Growing Manufacturing firm in Akron, Ohio has a need for a Customer Service Manager. This is a full time position with a full benefits package.
If interested please email your resume to us.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Insures established system wide customer service standards are properly adhered to by all Customer Service Representatives.
Continuously works with the department to identify and explore methods to improve efficiency and productivity of the department.
Monitors Customer Service Representatives to ensure that each CSR has sufficient skill achievement and competency in areas such as but not limited to: PC skills, M3 ERP proficiency, inside sales, dispute resolutions.
Acts as the liaison between the Director of Customer Service and various appropriate departments for items such as order entry and fulfillment, credit processing, forecasting, Data Warehouse utilization, and inventory management.
Actively participates and contributes ideas in meeting company customer service standards.
Supports team selling efforts including inquiry follow-up, on time delivery, order accuracy, telemarketing, and customer satisfaction.
Monitors phone coverage, performance and overtime.
Helps validate inventory accuracy during annual physical inventories as well as participating in inventory meetings as required.
Acts as the point for contact technical questions from customers that show a high degree of product knowledge and application expertise in coordination with R&D. This may involve interfacing with additional department members within the organization to be able properly answer customer questions.
Directly supervises all employees in Customer Service at the Akron, Ohio location. Ensures organization's policies and applicable laws are followed. Responsibilities include training employees; planning, assigning and directing work; addressing complaints and resolving problems. Must be able to demonstrate the capacity and willingness to assume increasing responsibility as business demands increase or change.
Must be able to proficiently use Microsoft Office Word, Excel and Power Point program as well as learn computer systems. Ability to interpret documents and write reports and correspondence. Capable of speaking before groups of customers or employees. Ability to solve practical problems and deal with a variety of concrete variables and interpret a variety of instructions furnished in written, oral, diagram, or schedule form. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
EDUCATION and/or EXPERIENCE
Bachelors Degree in Business with three to five years experience supervising a Customer Service Department; or the ability to have completed progressive career succession over the past 3 to 5 years along with 3 to 5 years’ experience in a Customer Service Supervisor or Call Center Supervisor role; and/or equivalent combination of education and experience. Experience working in a manufacturing environment preferred.
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