Customer Service Manager

Job Description

Position Summary

The Manager of Customer Solutions will be responsible for organizing, structuring, and leading the customer solutions team, aiming for world class experiences for our customers.

Essential Duties and Responsibilities

Manage a team of Sales Account Specialist handling inbound and outbound global calls. Develop a team that can handle all customer calls across all brands and product lines.

Supervise, evaluate, motivate, and staff the personnel in the department and ensure individual performance evaluations are connected to the department strategy.

Develop standard work for all Sales Account Specialist personnel worldwide and across all TerraSource brands and establish layered audits and key metrics to ensure procedures and goals are being achieved.

Establish aligned strategies with sales and marketing to ensure the team is working on the initiatives in our annual business plan.

Monitor parts pricing to assure that pricing policies are being effectively administered in the department.

When necessary, execute focused parts marketing programs to sell obsolete and excess inventory.

Provide support to marketing as required such as outbound survey calls, promotional sales calls etc.

Establish annual development needs of the team or individuals and implement accordingly.

Maintains thorough knowledge of company products and applications, customer requirements, and company procedures and practices.

Other duties may be assigned.

Supervisory

Directly supervises employees. Carries out supervisory responsibilities in accordance with the Company policies, the Code of Ethical Business Conduct, and applicable laws.

Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Education

Bachelor's degree (B.S./B.A.) or equivalent from a college or university; and a minimum of 3-5 years related experience with a proven track record of managing projects and associates.

Skills/Experience

Communication Skills: Ability to read, analyze and interpret general business periodicals, professional journals, technical procedures, or government regulations. Ability to write reports, procedure manuals, business correspondence. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

Mathematical Skills: Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.

Reasoning Ability: Plan and perform a wide variety of duties requiring general knowledge of company policies and procedures applicable within area of responsibilities and including their application to cases not previously covered. Requires considerable judgment to work independently toward general results, devising methods, modifying, or adapting standard procedures to meet different conditions, making decisions based on precedent and company policies.

Other Skills and Abilities

Demonstrated record of strong managerial skills and the ability to motivate subordinates

Demonstrated PC skills, including Windows Word, Excel, Knowledge of ERP/MRP systems such as JD Edwards or QAD Software Packages a plus

Organization skills and ability to manage multiple tasks simultaneously

Some overnight travel required (10% - 20%).

Must possess a valid driver's license in state of residence and be insurable under company's motor vehicle insurance policy

Physical Demands

To perform this job successfully, the physical demands listed are representative of those that must be met by an employee. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit, stand, walk, use hands to handle and feel, reach with hands and arms, talk, and hear. The employee may occasionally be required to crouch. The employee may occasionally lift items as heavy as 50lbs. Specific vision abilities may include the employee's ability to see near and far distances.

DISCLAIMER: The above information on this job description has been designed to indicate the general nature and level of work performed by the employee within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of any employee assigned to this job. Nothing in this job description restricts management's right to assign duties and responsibilities to this job at any time.