Customer Service Manager

JOB SUMMARY Responsible for the processes and systems related to the servicing of Prince customers. Directs the delivery of administrative and operational assistance designed to promote revenue growth and business retention, productivity, and ensures consistent levels of customer satisfaction. Also, acts as a resource to customers for all issues, advice, and guidance on handling unique business and/or production concerns. This is an onsite position that will split time between our Batavia and Carol Stream locations. ESSENTIAL DUTIES AND RESPONSIBILITIES

• Directly responsible for the fulfillment of all Prince commitments with the customer base. Ensures that customers’ requirements are satisfied.
• Able to provide training, guidance, and professional development for all direct reports.
• Supervises the review of PFM, E&O, and stocking programs.
• Monitors customer service levels and searches for ways to improve on satisfaction metrics. Assures that customer receives all technical support and resources to improve/maintain relationship.
• Receives and answers calls from customers in relation to requests or questions and ensures their problems are resolved; conducts follow-up.
• Provides data and sales forecasts for production scheduling and material requirements.
• Monitors market trends and conducts competitor analysis to assure continued relations with customers are maintained; identifies accounts where order activity may be reducing and to formulate plans to assure that accounts are retained.
• Draws on knowledge and business experience to makes timely yet effective decisions (often on the spot) without needed input from other sources.
• Determines customer service requirements by maintaining contact with customers; benchmarking best practices; analyzing information and applications.
• Accountable for customer service quality.
• Coordinates and provides direction for customers by taking the extra step of working across functions to ensure that a high level of customer service is maintained.
• Works to develop and maintain a broad functional knowledge of all Prince capabilities including production operations and range of products.
• Understands and follows Prince Industries quality certifications (i.e., ISO, QS) as relates to position.
• Accepts special projects and duties as assigned.
• Additional responsibilities as assigned.

REQUIRED SKILLS / ATTRIBUTES

• Prior experience in sales and/or customer service with knowledge of machining manufacturing.
• Must be able to quickly understand the customer’s business, their products and industry.
• Ability to recognize and alert the organization to new business opportunities.
• Must have solid follow-up skills.
• Must be customer centric.
• Ability to generate reports and business correspondences as needed.
• Ability to communicate effectively both in oral and written form and interact appropriately with customers at all levels of their organization.
• Excellent computer skills to effectively work with procurement related software (Vantage) generate correspondences, perform data entry input etc.
• Excellent troubleshooting and problem-solving skills.
• Excellent organizational skills required to complete work assignments and prioritize urgent matters.
• Ability to multitask under pressure while coping with stress and maintaining a composed, professional manner in all circumstances related to customers or co-workers.
• Ability to apply excellent business acumen and collaborative skills to work across functions when resolving problems.
• Demonstrated management skills.
• Confident and able to take the initiative when necessary.

EDUCATION AND EXPERIENCE

• Bachelor’s degree in discipline related to functional work role with 5 years of relevant work experience or demonstrated ability to meet the job requirements through a comparable number of years of applicable work experience in a related manufacturing environment.
• Prior experience leading a team required.
• Contract manufacturing experience required.

PHYSICAL JOB REQUIREMENTS

• Regularly required to walk or sit the duration of workday, 9 hours.
• Frequently may lift, push or pull up to 45 lbs.
• Frequently required to walk, stand, stoop, kneel, reach or bend.
• Frequently required to perform repetitive hand movements when doing computer work or paperwork.
• Specific vision abilities required by this job include close vision in which 20/20 vision or corrected vision to 20/20 vision is required.

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