Customer Service Manager

Job Purpose

Manage and facilitate our key customer facing portals, focuses on optimum score card achievement, designates requirements to internal teams and drives escalation to delight our customers.

Job Duties and Responsibilities

Manage a team of customer service professionals who assist customers with the following: 
  o    Answer customer incoming calls, chats, and emails
  o    Initiate new inquiries to the workflow
  o    Handles delivery improvement requests
  o    Handles unit down expedite requests
  o    Coordinates open order and back order follow-up with the plants and warehouses
  o    Enters new stock, unit down & export orders into ERP system
  o    Provides EDI support & resolves EDI reject errors
  o    Handles shipment tracking & PRO number requests
  o    Coordinates shortage, overage, damage claims and returns
  o    Works with sales and accounting to resolve debits, credits, and warranty related issues
  o    Handles document requests
  o    Updates and reports on activity as score achievements by Customer
  o    Process credit card payments
  o    Upsell placing orders and use of danaaftermarket.com
  o    Past due customer communication escalation
  o    Resolves ASN issues
  o    Assists other groups as required

• Lead, train, develop the team to deliver world class results 
• Motivate and encourage agents through positive communication and feedback
• Develop metrics to drive toward continuous improvement
• Monitor multiple queues and track inbound calls. Keep agents aware of inbound calls, calls waiting, abandonment rate, etc.
• Work with cross functional teams to recommend new product offerings, promotions, etc. to improve sales
• Work with the field sales team to provide tools to help them better serve our customers
• Conduct Regular Cadence of Meetings to review relevant improvement topics as well as new product information and Company Communications
• Track employee attendance, sick time, daily statistics, etc.
• Produce performance reviews as established by Leadership
• Performs all other duties as assigned

EDUCATION AND QUALIFICATIONS 

•    Bachelor’s Degree
•    5+ years customer service experience in a manufacturing/distribution environment
•    Experience with business ERP systems (SAP a plus) and Microsoft Office Suite
•    Experience with SalesForce a Plus
    
 

SKILLS AND COMPETENCIES

•    Clear understanding of Customer Service processes with a focus to continually define & improve
•    Strong understanding of the supply chain in a manufacturing/distribution environment
•    Excellent analysis ability with root cause problem solving skills
•    Ability to work with and develop high performing teams
•    A passion to ensure customers are delighted with our service
•    Ability to define and manage multiple projects
•    Good plant distribution knowledge
•    Top oral & written communication skills
•    Good organizational, Time Management and planning skills
•    EDI process knowledge
•    Excellent telephone skills/conflict resolution