What are the responsibilities and job description for the Customer Service Manager position at Techniplas?
NEXXTA is a U.S.-based manufacturing partner with four Great Lakes facilities delivering precision, speed, and scale. We serve industry leaders across transportation, energy, medical, and defense, offering tariff-free production, open capacity, and rapid ramp-up. With in-house R&D and engineering, we help customers strengthen supply chains and build confidently in America.
SUMMARY OF POSITION:
The Customer Service Manager leads the Customer Services team and develops/supports a consistent approach to Customer Service-related processes and policies. Directly manages a team of customer service professionals across multiple locations who are responsible for providing strong service and responsiveness to both internal and external customers while driving performance via KPIs and monitoring compliance to Company standard work and procedures
JOB DUTIES & ESSENTIAL FUNCTIONS:
This list of duties and responsibilities is not all-inclusive and may be expanded to include other duties and responsibilities, as management may deem necessary from time to time.
- Serves as a coach/mentor for the customer service team related to resolving customer conflicts, order fulfillment challenges, training, and personal career development
- Responsible for supporting and executing against customer service strategy and experience strategies
- Manages Customer Service teams across all plant locations to ensure alignment with customer service initiatives
- Align the Customer Service team to fit both our internal and external needs best
- Supports the identification and creation of customer service standard work and ensures proper execution within locations
- Exhibits leadership expertise with the ability to influence, negotiate, and engage co-workers, subordinates, and business partners
- Develop ongoing relationships with the customer to understand and execute against their internal business requirements, implement new business opportunities and inter-plant business transfers
- Ensures customer adherence to established pricing, terms, and conditions
- Drive continuous improvement throughout the CS organization based on defined organizational metrics and reporting
- Participates in special projects and performs other duties as assigned
- Monthly/Quarterly visits to assigned plants required with approximately 10-20% travel
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QUALIFICATIONS (KNOWLEDGE, SKILLS & ABILITIES
- Bachelor’s degree required
- Minimum of 5 years functional Customer Service/Manufacturing Operations related experience and/or training; 1-3 years automotive industry experience preferred; or equivalent combination of education and experience
- Demonstrated comfort dealing with large, demanding customers
- Proven ability and willingness to develop relationships with customers and internal functional partners
- Broad and deep experience in all aspects of management and operations
- Familiarity with data analytics and reporting, including ability to manage requests for sales reporting and data gathering
- Familiarity with Manufacturing ERP Operational systems
- Leadership/Management of people experience
- Project Management Lead experience
- Ability to think and act strategically in the business while being able to focus on day-to-day operational execution
- Experience in building strong, collaborative relationships with internal and external business partners
- History of client-driven with a strong service orientation
- Strong communication (written and verbal) and influencing skills; comfortable communicating at various organizational and functional levels, and able to back up thoughts with facts and analysis
- Proficiency with Excel, Access, and other MS Office applications
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Nexxta is an Equal Opportunity Employer.