Customer Service Manager - Manufacturing

This job was posted by https://www.kansasworks.com : For more

information, please see: https://www.kansasworks.com/jobs/13681194

Job Summary

The Customer Service Manager is responsible for ensuring customer

service satisfaction through effective management of customer accounts,

order fulfillment and internal sales operations in a vertically

integrated manufacturing business. This role oversees and assists with

the daily execution of order processing, customer communications, cross

department coordination and maintenance of ERP data. In addition, this

role will directly manage key customer accounts, and supervise a team

responsible for customer service functions. While focused on internal

operations, the role will also provide support to external sales and

account development.

Essential Functions

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• Manage customer service team
• Manage on-boarding, process training and systems knowledge sharing
  
  

for new team members

• Ensure strong collaboration and communication between customer
  
  

service team and supply Chain and production

• Serve as the main point of contact for Key Account Managers,
  
  

ensuring proactive communication and issue resolution

• Oversee and ensure customer order entry through EDI, email or portal
  
  

systems is completed in a timely manner

• Respond to customer RFQs and support pricing coordination with sales
  
  

and business development group

• Compile and analyze sales data and customer history for account
  
  

planning

• Participate in select customer meetings or calls to support
  
  

relationship development and order execution

Skills & Knowledge Required

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• Supervisory skills
• Professional demeanor
• Excellent written & verbal communication skills
• Ability to manage competing priorities in a fast-paced environment
• Process-oriented with a continuous improvement mindset
• Strong organizational skills
• Strong Analytical skills
  
  

Required Education & Experience

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• High school diploma or GED equivalent
• Minimum of five years of customer service experience (business to
  
  

business) in a professional office environment

• Minimum of five years of business customer account management
  
  

Experience

• Minimum of five years experience managing & developing a team of
  
  

direct reports

• Proficiency using an ERP system (i.e., SAP, Oracle or Syteline)
• Advanced skills using Excel (i.e., Pivot tables, etc)
  
  

Preferred Education & Experience

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• Bachelors Degree in Business
• Previous experience working in a manufacturing or distribution
  
  

setting

• Five years of customer service experience in a manufacturing
  
  

environment

• Previous experience using SAP
  
  

Additional Eligibility Qualifications

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• Ability to resolve complex customer issues and coordinate
  
  

cross-functional support

• Understanding of supply chain, logistics and sales support processes
  
  

Physical Demands/ Equipment Used To Perform The Job

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• Office environment which requires periods of prolonged sitting,
  
  

typing on a computer keyboard, viewing a computer monitor and use of

telephone

• Ability to walk through a production facility with moving machinery
• Ability to climb stairs to reach conference room on second floor
• Ability to wear appropriate PPE (i.e., safety glasses, ear plugs)
  
  

when required

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