Customer Service Manager Position summary: Primary objective for this role is commitment to excellence and customer satisfaction, including effective and quality management of the Customer Service team. This position has the primary role in managing incoming calls, administrative and sales-related internal activities for customer contact, order and RMA processing, new quotes, new product requests. Also responsible for communicating with manufacturing team to ensure high customer satisfaction.

Primary Responsibilities:

• Supervise other customer service team members: providing guidance, training, support and direction
• Respond to customer requests for product, pricing, and delivery information, accurately and in a timely fashion.
• Enter customer orders accurately and in a timely fashion.
• Relay customer information and special requests to the appropriate technical, engineering, sales or manufacturing department.
• Coordinate the new product implementation process.
• Ensure thorough e-mail and verbal communication daily any and all customer related issues (Corrective Action/RMA initiation)
• Assist in planning to meet monthly sales numbers.
• Communicate with other departments to provide order updates and material readiness efficiently and accurately to customers.
• Assemble weekly numbers and reports to present to the upper management.
• Additional duties may be required including: coordinating shipping, working with outside vendors for drop shipments, reaching out to customers for overdue invoice payments etc.

Skills:

• Communication
• Strong oral and written communication skills.
• Working knowledge of SAP or ERP in manufacturing environments
• Working experience with Salesforce or similar CRM platforms.
• Active Listening
• Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate.
• Monitoring
• Monitoring/Assessing performance of yourself, other individuals, or organizations to make improvements or take corrective action.
• Time Management
• Managing one's own time.
• Supervisory experience leading a small team of customer service/sales professionals.
• Service Orientation
• Handles inbound calls and provides callers with product and service information.

Qualities:

• Possess professional appearance and enthusiastic can-do attitude.
• Strong leadership skills and ability to motivate and manage a successful team.
• Ability to multitask, while staying on task and focused.
• Ability to perform in a detail oriented, problem-solving environment.
• Excellent computer skills including knowledge of Microsoft Office applications (Intermediate Level Excel and Power Point) and Salesforce Excellent interpersonal skills Strong team player, work ethic and commitment to job.

Ability to work across diverse personalities and agendas at various levels of seniority across organizations to achieve goals.

Experience And Education:

High School Diploma ; Minimum of 3 years previous, successful customer Service experience, preferably in a technical, manufacturing environment.

Benefits :

Medical, Vision & Dental Plans; 401K, FSA and HSA options. Company paid Life and LTD and STD insurances.

Pay:

$80,000.00

• $90,000.

00 per year

Benefits:

401(k) Dental insurance Flexible spending account Health insurance Paid time off Vision insurance Application Question(s): Do you have experience in the manufacturing industry? Do you have experience in the fire or medical gauge industry? Do you have experience with SAP or ERP systems

Experience:

Customer Service Managment:

3 years (Required)

Location:

Rockland, MA 02370 (Required) Ability to

Commute:

Rockland, MA 02370 (Required)

Work Location:

In person