Customer Service Manager

Responsible for overseeing the daily operations of a customer service department, leading a team of representatives to ensure high-quality customer interactions, resolve complaints, and implement strategies to maintain customer satisfaction and loyalty by setting policies, training staff, and monitoring performance metrics to achieve company objectives.  To keep the customer service department running in an efficient and profitable manner, ensure high customer satisfaction and loyalty, and develop strategies to improve the customer experience, while also collaborating with other departments to achieve organizational goals.   

Duties and responsibilities

Team Leadership and Management:

•    Lead, motivate, and mentor a team of customer service representatives.

•    Set team goals, monitor performance, and provide regular feedback.

•    Recruit, hire, and train customer service staff.

•    Address and resolve team conflicts.

Customer Service Operations:

•    Oversee the daily operations of the customer service department.

•    Develop and implement customer service policies, procedures, and training programs.

•    Ensure efficient and effective handling of customer inquiries, complaints, and issues.

•    Manage customer service tools and CRM software.

Customer Relationship Management:

•    Build and maintain strong relationships with customers.

•    Understand customer needs and expectations.

•    Proactively identify and address potential customer issues.

•    Implement customer retention strategies.

Performance Management and Improvement:

•    Collect and analyze customer service data to identify areas for improvement.

•    Develop and implement strategies to enhance customer satisfaction and loyalty.

•    Monitor and evaluate customer service performance against established metrics.

•    Stay updated on customer service trends and technologies.

Collaboration and Communication:

•    Collaborate with other departments (e.g., sales, marketing, production) to ensure a positive customer experience.

•    Communicate customer feedback and issues to relevant stakeholders.

•    Represent the customer service department in meetings and cross-functional projects.

Manufacturing-Specific Responsibilities:

•    Understand the manufacturing processes and products.

•    Address issues related to product quality, delivery, and order processing.

•    Work with plant and production managers to resolve job issues.

•    Support Lean Manufacturing Initiatives.

Other duties as assigned

Qualifications

Education

• Bachelor’s Degree, Technical Degree, or equivalent experience for the position. 

Work Experience

• Five years of experience in an inside sales/customer service role for a manufacturing company is REQUIRED
• Two years of experience processing orders in a custom/ made to order/ manufacturing environment is REQUIRED
• Must have experience working in an ERP and CRM database in the last five years of employment
• Proficient with Microsoft Office Suite, web browsers (including web-based application), and ERP systems (Syteline preferred).
• Magnetic and/or metal manufacturing industry experience is a plus
• Organized and detail oriented, capable of multi-tasking.
• Communication: All contacts require tact, efficiency, and the ability to positively and patiently communicate, as well as excellent written and verbal communication skills.
• Commercially Astute: Ability to communicate with clear and positive representations of the company and using good judgment on what to say, when to say, and how to say it.
• Entrepreneurial: Helping to identify solutions to any challenges and improve efficiency in managing customers.
• Technical:   Technical competence to understand the products we sell and the methods used in their manufacture.

Working conditions

• Standard work week is Monday through Friday, hours to be consistent with business unit; some off hours work expected.
• Generally working in Office with some activities in production environment.
• Some day or overnight travel domestically could be required.

Physical requirements

• Could require intermittent and long periods of sitting and/or standing.
• Required to do repetitive work, with fingers and hands
• Periodic lifting of materials not to exceed 25 pounds.

Direct reports

• Yes

 Arnold Magnetic Technologies is an equal opportunity employer and does not discriminate on the basis of any legally protected status or characteristic.  Minority/Female/Sexual Orientation/General Identity/Disability/Veteran 

#ROC