CUSTOMER SERVICE MANAGER

This position is responsible for the customer service/inside sales function, as well as providing distributor/rep data to the Technical Sales Manager (TSM) for Technical Sales Representatives (TSRs) in the organization. The role will ensure pricing and delivery schedule accuracy in M1 for active customers, data integrity for active accounts in all markets, and resolution/collection of all customer service issues impacting distributors or end users. In addition, the Customer Service Manager will maintain connectivity with the TSM, TSRs, and Engineering for high-level alignment to the company's yearly goals and objectives. Other duties include maintaining future responsibility of the CRM database for customer sales activity, leads, call accounting, and funnel management, while also providing world-class customer service to all end users.

Job Duties:

• Establishes customer service/inside sales processes, aligned with TSR responsibilities, for handing day-to-day activity and problem resolution for distributors and end users.
• Trains staff and monitors to ensure policies are followed.
• Monitor, assist, and set strategic sales goals by supporting, mentoring and motivating the inside sales team.
• Communicates with Director of Business Development, technical sales & customers solutions managers while recommending changes to customer margin based on volume and other factors.
• Proactively identifies opportunities for sales process improvement including bottlenecks and inconsistencies within the department. Also ensures gathering all relevant information in support of VOC, customer expectations, lead management, quote follow up and phone interactions.
• Attends the weekly production meeting, communicates directly or through the customer service/inside sales team to notify end users, distributors, and reps of all delays.
• Promotes use of Caldwell’s electronic platforms and related tools by customer service team to record calls, opportunities, issues, sales funnel and resolution codes.
• Establishes expectations of behavior for the department and initiates programs and feedback methods to develop and maintain world-class customer service through community engagement in all departments.
• Manages and develops customer service/inside sales talent. Provides training and development opportunities and delivers performance management, as needed.
• Demonstrates the Caldwell Company Values in all work activities.
• Complies with and enforces all safety rules and requirements.

Requirements:

• BS/BA degree in Business or related discipline or equivalent experience.
• Five years customer service/inside sales experience in positions of increasing responsibility and scope.
• Two years of customer service/inside sales management experience.
• Two years of experience in a manufacturing environment, preferably within the material handling business, demonstrating knowledge of product, channels, vertical markets and competition.
• Excellent written and verbal communication skills.
• Demonstrated proficiency with MS Office and a basic comfort level with technology.
• Proven customer service orientation toward both internal customers and end users.
• Proven ability to work effectively with individuals in various departments and levels.
• Proven ability to successfully manage multiple tasks in a rapidly changing environment.
• Knowledge of the rigging and/or crane industries a plus.

Physical Requirements:

While performing the duties of this job, the employee is regularly required to talk and/or hear. The employee is frequently required to sit; use hands to finger, handle or feel; and to reach with hands and arms. Occasionally the employee is required to stand and walk.