Our client in Apex is seeking a Customer Service Manager to join the team. This is a great opportunity with a global leader in the industry.
Customer Service Manager SUMMARY :
Primary responsibilities are to manage, coordinate and actively work the daily activities of the entire Customer Service department.
This position is responsible for managing and working together with a staff of 3+ Customer Service Representatives (CSR), coordinating orders, deliveries, trouble-shooting issues, and responding to customers.
The Manager is primarily responsible for (but not limited to) supporting the Performance Coatings and Leather Business units.
This position is also responsible for assisting in the continuous improvement of process and operating procedures and for the development and mentoring of CSRs.
The position serves as a liaison with other Departmental Managers regarding the daily operation of the business. The Manager will be responsible for attaining and maintaining Departmental performance metrics and will be involved in the selection and hiring of their team.
Some Domestic travel is required for this position.
Customer Service Manager ESSENTIAL DUTIES AND RESPONSIBILITIES :
- the following. Other duties may be assigned
- Customer Service organization to be an effective business partner with the multiple business units
- projects and manages scope, timeline, tasks, responsibilities, workflows and processes, and execution
- in the day-to-day work of the department operating within SAP at a high level of fluency
- with management to align the Departmental policies and systems with the Company's objectives and goals
- programs and procedures to ensure on-time delivery and customer satisfaction
- an in-depth working knowledge of systems and processes
- customer issues and ensure effective and long-term problem resolution
- with Sr. Management to align Customer Service Department policies and systems with the company's objectives
- feedback to the Company on service failures, product issues and customer concerns
- continuously on self-development to stay current on customer service, sales and managerial procedures and practices
- CSDs and Sales Reps in troubleshooting orders requiring special handling
- to customer and Sales Rep inquiries and issues in a professional and highly effective manner
- SAP, Excel and WORD software
- and builds CSD team by recruiting, selecting, orienting, and training employees.
- and maintains CSD team performance results by coaching, counseling, and disciplining employees, planning, monitoring, and appraising job results.
- with the Global CSD team to structures the training agenda for the department
- reviews staff performance throughout the year; prepares annual performance appraisals and recommendations for merit increases and salary adjustments.
EDUCATION and / or EXPERIENCE :
- degree in relevant field
- experience in Customer Service roles preferably in specialty chemicals, coatings and / or paints
- experience in being fluent in SAP
- leadership and team-building skills.
- demonstrate strong verbal, written, and analytical skills as well as have the ability to interact effectively within all organizational levels Advanced proficiency in Windows, Excel, Word, Outlook, SAP, Ability to work in a fast paced, team environment.
- to lead project meetings and give presentations to various sized groups of people. Experience working in a multi-state and international business environment.
Highly motivated and self-starting individual with track record of meeting deadlines and achieving objectives
- written and oral communication skills. Ability to manage timelines and deliverables
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