Commtech Services Inc
Location
Fairfield, Cumberland County, NJ | United States
Job description
Customer Service Manager Job Summary: Responsible for all Customer Service operations, this includes but not limited to all aspects of order processing, quoting, and customer satisfaction. Position reports to Assistant General Manager. Responsibilities: Ensure customer satisfaction by managing customer communications, updates, quoting, and order confirmation. Enhance client and co-worker relationships: partner with other department leaders to provide input on initiatives, resolve issues, and execute business objectives. Lead and manage at least one direct report in the Sales Department. Champion process improvements within Customer Service, including offering new ideas and developing processes within the sales department to improve the customer experience, employee satisfaction, and corporate performance. Exercise judgment to evaluate customer requests and provide accurate lead-time estimates and pricing following the Business Development Strategy. Proactively review data to identify orders not meeting projected due dates and work with Production, Quality Assurance, and Shipping to minimize late deliveries. Ensure in-stock items are shipped as planned to maximize monthly\yearly revenue goals. Research documented and undocumented client complaints for validity, work towards solutions for the client, follow up with client when necessary, and deliver and track coaching and corrective action when required. Work with Senior Management to develop new pricing, communicate and enforce pricing integrity. Maintain company representation and communications through customer portals as required. Required: BS or BA degree is required. Ideally in ME or similar, business or similar is okay too. Minimum of 5 years of Customer Service experience in a technical-based industry required. Minimum of 3 years of Leadership Experience required. Strong understanding of Inventory & Shipping practices required. Strong organization and Microsoft Office skills required. Management reserves the right to assign or reassign duties and responsibilities to this job at any time.
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