What are the responsibilities and job description for the Customer Service Manager position at Val?
Position Overview: Supervises the customer service department personnel. Ensure orders are processed correctly and on time to ensure customer satisfaction.
Position Functions
40% Leadership and Management
- Lead all aspects of the Customer Service department including back-up for all department duties, hire new associates, train associates, complete and review associate performance, and provide address performance issues as necessary.
- Monitor and maintain time off records for department associates.
- Lead and conduct customer service team meetings.
- Create, maintain and train on Customer service work instructions.
- Contribute to the review and development of customers service-related company policies.
60% Customer Service
- Conduct bi-annual customer service survey per ISO 13485 requirements.
- Work closely with shipping and purchasing on back orders, questions on orders, routing, substitution, errors and claims.
- Manage the AvaTax system to ensure we have complete and accurate customer sales tax exemption certificates logged.
- Oversee the credit card processing responsibility for the department. Maintain current and accurate pricing for requested customer categories in SAP.
- Maintain customer and product information including customer maintenance screens as required by our customers.
- Resolve escalated customer complaint calls.
- Produces monthly reports, as required.
- Process all special pricing, orders, claims, etc.
- Approve Customer Matters records in QCBD.
Minimum Qualifications
- Associate degree in business, administrative services, marketing or other related field or an equivalent combination of education and experience sufficient to perform the position functions of the job.
- Five or more years of customer service, inside sales or other related experience.
- Three or more years of progressive leadership and management experience.
- Ability to understand and comply with the Mueller Quality System and current regulatory requirements.
Required Skills
- Exercises judgment within broadly defined practices and policies.
- Makes sound decisions based on analysis, discussion, experience and judgment.
- Demonstrated team player with active participation in meetings.
- Demonstrated ability to maintain composure and professionalism while addressing difficult customer issues.
- Selects, evaluates, and engages team members.
- Strong ability to transition efficiently from working independently to working collaboratively.
- Anticipates emerging and future trends accurately based on broad knowledge and perspective.
- Strong written and verbal communication skills, with ability to communicate at all levels of the organization including with the board.
- Communicate a vision and provide motivation and direction to team members.
- Develops and maintains interpersonal relationships.
- Strong organizational and problem-solving skills, attention to detail, and the ability to balance multiple priorities.
- Advanced use of Microsoft products, including Word, Outlook and Excel, and related industry applications.
- Creates focus and eliminates roadblocks for team members.
- Develops and manages a budget.
- Responsible for appropriately protecting the confidentiality, security, and integrity of the organization’s systems and data as well as client data.
Physical Requirements: While performing the duties of this job, the team member is required to have ordinary ambulatory skills; ability to stand or sit, bend or stoop, and manipulate (lift, carry, move) light weights of up to 20 pounds. Requires good hand-eye coordination, arm, hand and finger dexterity, including ability to grasp, and visual acuity to use a keyboard, operate office equipment and read. The team member frequently is required to sit, reach with hands and arms, talk and hear. Position requires frequent typing.
Pay: $65,000.00 - $75,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee discount
- Flexible schedule
- Flexible spending account
- Health insurance
- Paid time off
- Tuition reimbursement
- Vision insurance
Work Location: In person
Salary : $65,000 - $75,000