Job Title:  Customer Service Manager

This role will supervise the day-to-day customer service operations, including inquiries, problem resolution, account maintenance, surveys, reporting and sales activities. This individual should be able to balance supervising while functioning as a customer service representative.  They should be willing to provide service and support that exceeds our customer expectations.

• Monitor and assign work to customer service representatives, while performing all tasks of a customer service representative.
• Process and follow orders in AS400: Partial orders, system orders, credit card orders, drop ship
• Answer and return all phone calls from our distributors
• Fill out change and purchase orders as necessary
• Limit past due orders in the system.
• Receive and answer inquiries from customers, sales staff, other internal departments, and vendors. Use judgment and diplomacy to handle complaints, make adjustments, answer or initiate correspondence and perform all other duties involving public contact
• Able to identify where new processes need to be created. Create project teams within the group to develop new processes and procedures
• Has responsibility for implementing compliance procedures with federal and state regulations
• Train and coach Customer Service Representatives to improve call handling, systems knowledge and communications skills. Proactively provide informal and formal performance feedback to Customer Service Representatives
•  Collaborate with Customer Service & cross functional teams to identify best practices and document action items to address performance below established targets•Works closely with customer service management and Sales relaying dissatisfied customer situations
•  Ensures that customers are filling out documentation (purchase orders, License forms, etc.) appropriately and accurately.
•  Provide a delightful experience for customers ordering Rauland-Borg product systems.  Has the ability to go above and beyond for our customers.
•  Maintaining a relationship with multiple Freight forwarders that meet our needs to serve our customers
•  Maintain knowledge and certifications for international shipping regulations. Helps develop appropriate processes that meet the needs of our international customers.
•  Ability to use knowledge from current systems (AS400) and adapt new policies and procedures) for new systems.
•  Performs end-user screening by asking for end user information on purchase orders. Able to verify end users of product along with asking for ultimate destination for orders
•  Actively work with distributors to enhance customer satisfaction.
•  Assists with Marketing to perform surveys over the phone in regards to over all experiences of our product lines and service.
•  Corresponding with sales team to coordinate show materials arriving on time.
•  Coordinate with internal staff over multiple departments to process custom parts appropriately.
•  Coordinates with distributors the best options for both parties to meet the needs of the end customer.
•  Leads customer service representatives, including serving as coach and trainer regarding professional development. Proven ability to motivate teams and manage conflict; ability to provide feedback and develop team.
•  Coordinates work activities with shipping supervisor, and other departments, etc

Requirements:

• High school diploma or equivalent (GED).
•  Highly effective verbal communication skills with pleasant phone voice.
• Bi-lingual fluency in clearly spoken English and Spanish required
•  Experience dealing with external and internal customers both in person and by telephone.
•  Ability to handle multiple tasks simultaneously with attention to detail, free from errors.
•  Minimum of Five years of Customer Service Experience in a Manufacturing environment preferred
• A Minimum of three years of customer service supervision experience
• A minimum of two years of experience with the AS400
• Intermediate to Advanced experience in Microsoft Applications