Customer Service Manager

Customer Service Manager - Thomaston CT

The Customer Service Manager is responsible for growing and supporting specific accounts and categories for the Connecticut sites. They manage the team of Account Reps and ensure the team meets performance measures and that policies/procedures are followed. This reports to the Plant Manager and is onsite in Thomaston, CT.

Responsibilities

• Define goals and objectives for Customer Service team. Manage annual performance evaluation process for assigned team members. Identify and monitor service metrics/KPI’s.
• Hire and train Account Specialists, Project Leads, and Customer Account Representatives.
• Work closely with organization to ensure consistency of support to all customers.
• Publish and update project timelines, monitoring milestones and communicating to the organization and customer any variations that will impact customer satisfaction.
• Identify and recommend best practices to provide customer satisfaction and company profitability and implement new procedures in the department as required.
• Lead the CSR’s through staff meetings, coaching, training and development.
• Attend any and all meetings relative to service and customer issues.
• Enforce that all Purchase Orders are generated and distributed to ensure on-time delivery.
• Work with executive level, to ensure open orders are shipped and billed in conjunction with SDS’s monthly overall sales objectives.
• Focus on coaching/development, relationship building, and continuous improvement.
• Responsible for resolution of customer requirements from inquiry through the revenue cycle.
• Establish project plans, timelines, scope and logistics, coordinate customer deliverables, and manages customer expectations while balancing internal requirements and capabilities.
• Negotiate inventory transactions, analyze customer forecasts, address/resolve day-to-day supply issues, and directs new sales opportunities to appropriate departments.
• Leads initiatives that identifies and resolves customer issues.
• Must ensure proper integration of all internal touch points, including manufacturing, scheduling, logistics, labs, marketing, sales, samples, and finance. In addition, must be the liaison between commercial and operations to help balance both internal and external needs.
• Must have the ability to work with all levels within the organization, including executive leadership, and have the confidence to challenge and lead change
• Other duties may be assigned.

Qualifications

• Bachelor’s degree and 3-5 years of customer management experience preferably in a manufacturing environment
• Excellent problem solving and decision-making skills.
• Strong technical skills and Microsoft abilities (SAP is a plus).
• Excellent interpersonal, written and oral communications skills.
• Ability to develop and plan department’s long-range organization needs.
• Develops a culture that motivates and creates job satisfaction that drives profitable results
• Creates team dynamics and strong morale that fosters open communication and dialogue resulting in high performance teams.