What are the responsibilities and job description for the Customer Service Manager position at Heritage Cutter?
Customer Service Manager
Decatur Diamond, a privately held, US manufacturer of diamond-based, precision cutting tools,
is seeking a qualified Customer Service Manager to manage and lead our Customer Service Department for our production facility located in Decatur, Indiana.
Decatur Diamond has a broad offering of diamond-based tools in the industry. Our products include, but are not limited to the Ultra Mill milling cutter and associated diamond-based cartridges and inserts, fixed-pocket brazed tools, CVD coated solid carbide rounds and inserts, as well as very high precision, diamond based-complex rounds, (e.g., automotive reamers, valve seat and guide tools, etc.)
The hours for this position will be 8:00 AM – 5:00 PM, Monday through Friday.
We are seeking a dynamic and experienced Customer Service Manager to lead our customer service department in a fast-paced manufacturing environment. The ideal candidate will be responsible for overseeing the daily operations of the customer service department, driving process improvements, ensuring high levels of customer satisfaction, and coordinating efforts across departments to meet customer demands and business objectives.
Key Responsibilities
Customer Relationship Management: Act as the primary escalation point for complex customer issues, maintaining strong relationships with key accounts and ensuring proactive communication regarding order status, delays, and resolutions.
Quote Processing: Work as a liaison between Customer/Outside Sales Department and Engineering initiating RFQs through completion and communicating final quote to Customer/Outside Sales.
Order and Shipping Coordination: Oversee the order entry and processing cycle, coordinating closely with the sales, production, quality, and shipping departments to ensure timely and accurate delivery of products.
Process Improvement: Analyze feedback and data to identify areas for improvement and implement solutions to streamline operations and reduce errors.
Performance Tracking and Reporting: Monitor and report on key performance indicators (KPIs) such as customer satisfaction, on-time delivery, and order accuracy.
Product Knowledge: Ensure the team maintains comprehensive knowledge of the company's product lines, specifications, and industry standards to provide accurate information and technical advice to customers.
Qualifications
• Ideally will have 3 years of experience in customer service management, preferably within a manufacturing or industrial environment.
• Preferred experience working with cross-functional departments.
• Familiarity with Enterprise Resource Planning (ERP) or Customer Relationship Management (CRM) systems.
Skills:
• Excellent written and verbal communication, interpersonal, and leadership skills.
• Strong problem-solving, decision-making, and analytical abilities with a data-driven approach to process improvement.
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook).
• Ability to work in a fast-paced environment, multitask, and adapt to shifting priorities.
Benefits:
Decatur Diamond, LLC offers a competitive and comprehensive benefit package, including medical, dental, vision, 401(k)with both base and matching contribution, paid holidays and vacation, long-term and short-term disability and life insurance.