Bard Manufacturing Company, Inc., a leading manufacturer of commercial heating and air conditioning systems, has an opening for a Customer Service Manager at our corporate office in Bryan, OH.

For over 100 years, Bard Manufacturing Company has been a family-owned and operated company, leading the HVAC industry in light commercial, educational, and telecommunications markets. With production facilities in Ohio, Georgia, and Mexico, we service our customers both nationwide and internationally by designing and manufacturing cutting-edge engineered products.

Scope and Responsibilities:

The Customer Service Manager is responsible for leading and managing activities to achieve service levels that exceed our customers’ expectations. This position manages all employees of the customer service department and is responsible for the performance management of the employees within that department. The Customer Service Manager provides team members with the appropriate training, tools, direction, and motivation to enable their success. This person is also accountable for managing outbound freight through a third-party logistics provider, administration of company policies concerning units and parts orders, warranty claims and credits, and discounts and commissions.

Duties include, but are not limited to:

• Challenge team members in providing exceptional support to both external and internal customers.
• Support and train Customer Service (CS) team to ensure the timely and efficient input of customer orders received by Email, E-Commerce (Sales Portal), EDI, etc. into business system.
• Ensure an efficient training program is in place, which includes written documentation of competencies necessary to be successful at the job, classes and courses required for the job.
• Focus on helping team members improve their skills and knowledge through day-to-day coaching.
• Communicate openly to ensure employees in other departments understand customer issues and maintain strong cross-functional relationships that drive service initiatives.
• Evaluate employees' job performance and conformance to regulations and recommend appropriate personnel action.
• Provide employees with guidance in handling difficult or complex problems and in resolving escalated complaints or disputes.
• Plans and schedules all outbound shipments through a third-party logistics provider with cost, service, and internal efficiencies in mind.
• Works with IS to implement methods to streamline customer service operations.
• Works with Marketing to monitor correct pricing of units and commissions to sales reps.
• Provide forecasting information to the Vice President of Customer Experience.
• Administers and executes customer service related sales and marketing policies.
• Actively participates in cross-functional teams to improve the operations of the company.
• Encourage team members to look for opportunities for process simplification and improvements.
• Design and report individual and departmental performance metrics for continuous improvement.
• Participate and drive continuous improvement efforts by identifying problems and process inefficiencies and championing solutions.
• Establish departmental expectations and create standard work instructions and training documentation to support new hires and develop current team.
• Creates and maintains standard operating procedure documents (SOPs) for all processes pertaining to customer order transactions and issue resolutions.
• Monitors employee adherence to SOPs and is responsible for standardization of procedures.
• Plans and schedules all outbound shipments through a third-party logistics provider with cost, service, and internal efficiencies in mind.
• Works with IS to implement methods to streamline customer service operations.
• Works with Marketing to monitor correct pricing of units and commissions to sales reps.
• Provide forecasting information to the Vice President of Customer Experience.
• Administers and executes customer service related sales and marketing policies.
• Actively participates in cross-functional teams to improve the operations of the company.

The successful candidate will possess the following skills and abilities:

• Bachelor's degree in a business discipline preferred; or 5 years customer service experience, preferably in a manufacturing environment; minimum of two (2) years of supervisory or managerial experience preferred; or an equivalent combination of education and experience.
• Very effective written and verbal communication skills.
• Excellent listening skills.
• Empathetic.
• Good problem-solving skills.
• Attention to processes and procedures.
• Familiarity with Continuous Improvement methods.
• Motivational leader who can stay positive and help others stay positive and empathetic to customer issues, even in stressful situations.
• Proven track record of leading initiatives/projects to achieve business results.
• Able to accurately assess key business metrics and situations from an operations point of view.
• Computer aptitude (MS Word, Excel, Outlook, PowerPoint).
• Superior written and oral communication skills.
• Ability to work in a fast-paced environment.
• Job requires being pleasant with others on the job and displaying a good-natured, cooperative attitude.

Bard Manufacturing Company offers a competitive salary and benefits structure, including (but not limited to) medical, dental, vision, life insurance, 401k, vacation, paid holidays, free gym memberships for employees, and tuition reimbursement. As well as access to Everside Health Clinic at no cost to employees and covered family members.

Equal Opportunity Employer
From: Bard Manufacturing