Customer Service Manager at The Jor-mac Company Inc – Oshkosh, Wisconsin

SUMMARY OF POSITION:

The Customer Service Manager is responsible for leading and motivating the teams of inside sales, customer service and estimating, to achieve sales targets by aligning with the sales funnel, driving lead generation, coaching team members, and analyzing sales and quoting data to identify areas for improvement, all while fostering strong customer relationships through phone and email communication.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

This list of duties and responsibilities is not all-inclusive and may be expanded to include other duties and responsibilities, as management may deem necessary from time to time.

• Works closely with sales staff, solving problems and answering questions that they might have. Ensure that orders are entered daily and correctly.
• Ensures that the estimating team interacts and transitions to the Inside Sales team positively while successfully engaging with customers.
• Develops world class customer service and quoting systems.
• Provides daily directions and communication to employees so that customer service inquiries are answered in a timely, efficient, and knowledgeable manner.
• Evaluates current processes and procedures to see if there are any instances within those realms that may be streamlined to increase efficiency and quality of work. Implements shared best practices at all locations.
• Understands downstream operations, such as production and engineering, and ensures procedures enhance all business functions.
• Proposes and presents new tools that the departments need to improve processes.
• Works with leadership to determine training needs and costs.
• Communicate with other departments and management to resolve problems and expedite work.
• Resolves complaints and answers questions of customers regarding orders and timelines.
• Trains and instructs employees in Jor-Mac policies and procedures, order entry, and use of ERP system. Implement process improvements throughout responsible areas.
• Provides continual evaluation of processes and procedures. Responsible for suggesting methods to improve area operations, efficiency, and service to internal and external customers.
• Reviews and checks work of team members such as reports, records, and applications for accuracy and content, including but not limited to, open order reports, order confirmations, etc.
• Provides performance feedback and coaching on a regular basis to each team member.
• Ensures employees have appropriate training and other resources to perform their jobs.
• Delegate different customer service duties to team members to ensure a faster and smoother flow of operation through division of labor.
• Creates and implements work procedures that will enhance the organization and departmental services, operating procedures, and standards.
• Maintains safe and clean working environment by complying with procedures, rules, and regulations.
• Adhere to all Jor-Mac and OSHA safety related work rules and procedures.
• Other duties as assigned or required.

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or abilities required.

• High school diploma or general education (GED) and three to five years related experience and/or training; equivalent combination of education and experience.
• Previous experience in customer service/quoting role.
• Serves as a leader of change management throughout the organization.
• Excellent skills for communication and relating with both staff members and customers.
• Good leadership skills to ensure team’s success.
• Good interpersonal skills to create a cordial relationship with team members.
• Proficiency with MS Office or related software.
• An ability to effectively present information and respond to questions from managers, customers, and co-workers.

PHYSICAL REQUIREMENTS:

While performing the duties of this job, the employee is regularly required to sit and talk; using fingers and hands to type, write, and file; frequently required to hear, walk and stand and reach with hands and arms. The employee will occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this position include close vision and the ability to adjust focus. Occasionally exposed to manufacturing noise.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an all-encompassing list of responsibilities, duties and skills required of personnel so classified. Reasonable accommodations to essential functions of the job will be made if necessary.