Customer Service Manager

With over 90 years of customer-focused performance, Boyd has evolved as a market leader in engineered rubber, plastic, metal, flexible environmental sealing & energy management solutions.

Boyd is a unique supplier, valuing our people as our most important resource. With our best-in-class technical sales associates, sales support service teams & field application, quality, & manufacturing engineers, Boyd offers total global solutions to enhance the performance & manufacturability of your products.

Our cost-effective, tight-tolerance, global manufacturing capabilities ensure superior total landed cost as well as reliability throughout the product life cycle.

Skills, Experience, Qualifications, If you have the right match for this opportunity, then make sure to apply today.

Essential Job Responsibilities Include

The Customer Service Manager directs and coordinates divisional Customer Service and Administrative activities. The person in this role oversees the Customer Service flow of information between customers and the Boyd manufacturing floor.

They ensure a successful, high level of customer service, and profitable relationship between Boyd and each customer. Interfacing with Outside Sales and sales management to coordinate solutions and the communication plan(s) for the customer, they serve as the point of escalation for all customer issues relative to the site.

The Customer Service Manager collaborates with sales management and the General Manager to create sales forecast and business growth.

• Oversee customer relations to ensure quotes and pricing fit the market requirements and provide solid manufacturability, adequate profits, and appropriate clarity and protection for Boyd.
• Oversee Customer Service department to ensure Boyd’s policies and procedures are being followed and provide clarity when necessary relative to pricing, margin targets, return policy, contract review, stock part administration and all interdepartmental interfaces.
• Responsible for ensuring orders and contracts from customers are clear, meet Boyd requirements, include common terms and conditions, and protect Boyd from liabilities.
• Lead Customer Service team including hiring, training, pay recommendations, and oversight of New Product Managers and Account Managers;

administer and support the application of company personnel policies, including performance evaluations, attendance, safety, and routine working rules and regulations.

• Work with Sales Management to develop relationships with and promote solid customer services skills with Outside Sales to assist them in growing new and existing customers.
• Represent Customer Service department in evaluating new and potential changes to business process practices and speaking on behalf of Customer Service, assisting in their successful implementation.
• Work with sales, process engineering, design engineering, manufacturing, and others to determine work priorities.
• Provide reports to corporate as related to operational sales.
• Ensure Administration is aligned with the business goals and has the necessary resources to meet such goals.
• Perform other work-related duties as assigned.

The pay range for this position : $110,000 - $140,000 / year, FLSA status : exempt.

Required

• Bachelor’s degree in business or related field.
• Minimum of five years’ previous Customer Service management experience.
• Strong written / verbal communication; comfortable presenting to all levels within Boyd and customer organizations.
• Strong organizational skills.
• Excellent decision-making ability.
• Ability to work under time constraints with changing priorities.
• Comfortable and experienced using a PC including advanced knowledge of Microsoft Office.
• Ability to work through ambiguous situations and reach sustainable solutions.
• Work collaboratively with all levels of employees within other departments to reach optimal solutions.
• Must be practical and results-oriented.

Preferred

• Experience in a custom manufacturing business.
• Experience working in a global organization.
• Experience leading a team of remote employees.

Boyd is an equal opportunity employer and offers the following benefits :

• Medical (3 PPO plan options), dental, and vision insurance plans.
• Flexible Spending Accounts and Health Savings Accounts.
• Employer-provided AD&D insurance, short- and long-term disability.
• Voluntary accident insurance, critical illness, hospital indemnity, and whole life plans.
• Voluntary life insurance plans.
• 401k with company match.
• 50% subsidized unlimited use ORCA pass.
• Paid holiday, vacation, and sick time.
• Annual discretionary bonus.

Equal Opportunity Employer Minorities / Women / Protected Veterans / Disabled

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