Job Description
SUMMARY
This is working manager position and is expected to provide quality and efficient customer service to both external and internal customers through responding to customer inquiries and daily management of the customer service team to include motivating, recognizing, rewarding, coaching, counseling, training and problem solving; Responsible for assisting sales and marketing managers with development, analysis and implementation of related/required programs; Collaborate with key personnel from Engineering, Manufacturing and Administration regarding product/customer topics/issues.
ESSENTIAL DUTIES AND RESPONSIBILITIES
- Develop and implement procedures pertinent to the effective and efficient operation of the Customer Service Department.
- Partner with the management team to align customer service department policies and systems with the Companies stated objectives.
- Set performance standards to meet service goals of the Company.
- Monitor programs and procedures to ensure on-time delivery and customer satisfaction.
- Monitor service calls to observe employee demeanor, technical accuracy, and conformity to company policies.
- Assist Customer Service Reps. in troubleshooting orders that require special handling.
- Coach customer service team members in order to achieve high performance.
- Respond to customer inquiries and problem solving in a professional and effective fashion.
- Communicate and follow up to ensure that all customer service team members are fully informed of all new information released regarding products, procedures, customer needs and company related issues, changes or actions.
- Provide feedback to the company regarding service failures or customer concerns.
- Assist within the organization to prepare or distribute manuals, product brochures and technical publications.
- Assist Sales, Marketing and Manufacturing on new product research, customer requirements and market trends.
- Structure the training agenda for the department members.
- Measure CSR performance and follow up through proposing and administering performance reviews for skill improvement/s.
- Must be able to travel on a limited basis when required which could include overnight stays and international travel.
- Adhere to all local and corporate guidelines. Support evolutionary culture.
- Other special projects and duties as assigned or required.
- Cross-train as applicable.
Job Requirements
Knowledge, Skills and AbilitiesTo perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
COMPETENCIES
- Ability to communicate effectively both verbally and in writing with superiors, associates and individuals outside the company
- Competent computer skills to perform functions listed above
- Must demonstrate the ability to handle multiple projects and details simultaneously; Requires self-direction and motivation; Must be proficient in MS Office software applications and general data entry skills especially Excel, Access, and Power Point; Ability to calculate figures and amounts such as discounts, commissions, proportions, and percentages.
- Must exhibit a professional attitude, tact, diplomacy, and a clear, courteous manner when dealing with others inside and or outside the Company, and work to maintain constructive working relationships in both settings treating al employees and customers with dignity and respect.
EDUCATION and/or EXPERIENCE
- Bachelor’s degree in a related field preferred
- Three to five years of experience in a customer/direct sales service environment
SUPERVISORY RESPONSIBILITIES
- Must supervise Customer Service Representatives
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Concentration on computer screen
- Talking on phone for long periods of time
Country: USA, State: Tennessee, City: Smyrna, Company: Franke.
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