Customer Support Manager Peterson Manufacturing Company - 2.3 Grandview, MO Job Details Full-time $70,000 - $83,000 a year 1 day ago Benefits Health savings account Health insurance Dental insurance 401(k) Flexible spending account Paid time off Employee assistance program Vision insurance Employee discount Life insurance Referral program Retirement plan Qualifications Computer operation Customer communication Electrical blueprint reading Sales support Confidential information handling Microsoft Excel Team supervision Interpreting technical drawings Employee relationship building High school diploma or GED Bachelor's degree Typing Public relations Productivity software 10 key typing Office experience Full Job Description Overview We are seeking a dynamic and energetic Customer Support Manager to lead our customer service team and elevate the client experience. In this role, you will oversee daily operations, foster a customer-centric culture, and implement strategies to improve service quality. Your leadership will drive team performance, ensure efficient resolution of client inquiries, and promote cross-functional collaboration to meet organizational goals. This is an exciting opportunity for a motivated professional passionate about delivering exceptional customer support and managing high-performing teams.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Supervising assigned Customer Support personnel in all activities. Monitor Customer Support Specialist performance and provide corrective feedback as appropriate and necessary. Set staffing levels so the Customer Support Department is adequately staffed at all times. Ensuring Customer Support Specialists are properly trained in all aspects of their job functions i.e., cross-training between the lighting and wiring harness product lines and all necessary software and hardware. Taking the necessary actions to resolve problems or handle unusual or difficult situations. Preparing CE (Customer Expectation) documents on customer complaints regarding shipping errors, working with the Shipping Manager to resolve these complaints, and advising the appropriate Sales Manager of the resolution of these complaints. Preparing CE (Customer Expectation) documents on customer complaints regarding quality issues, working with the Quality Control Manager to resolve these complaints, and advising the appropriate Sales Manager of the resolution of these complaints. Handle all customer situations that may be escalated beyond the scope of the Customer Support Specialist responsibility. Issue and manage RGA (Return Goods Authorization) documents. Verify delivery dates and otherwise expedite customer orders. Review all performance related order, shipping, and delivery reports. Coordinate necessary activities with Production Control and Production Planning. Overseeing maintenance of product and pricing database. Determining customer status and referring potential new customers to the appropriate Sales Manager. Take and process telephone orders for existing customers. Complete necessary forms and documents to initiate the new customer account set-up and sales process. Work with the Finance Department (Accounts Receivable) on customer payment issues and terms. Provide sample products or detailed information to customers or potential customers, upon request. Assist customers in determining the most cost-effective shipment method and most economical order quantities and maintaining customers' good will. Assist Customer Support Specialists when there is a work overload. Periodic review of customer contracts and terms and conditions documents in support of the ISO9001 certification effort. Leading periodic updates to the Outside Sales Department on issues, challenges and trends recognized with customers, products, shipping, etc. Provide departmental updates in company meetings as required.

SKILLS AND ABILITIES REQUIRED

Must have or be willing to learn in-depth knowledge of Peterson lighting and wiring harness product lines. Must be able to read and interpret product drawings, wiring harness layouts and other technically oriented documents. Must have exceptional interpersonal skills and ability to deal effectively with Peterson associates at all levels of the company and with customer representatives with limited direct supervision or guidance. Must have excellent people management skills. Must have above average oral and written communication skills. Possess a friendly/helpful attitude. Must have the ability to work calmly under pressure. Must be able to work independently and be a quick learner. Must be extremely detail oriented and highly organized. Must be able to maintain a high degree of confidentiality with respect to sensitive customer or company information

EDUCATION AND EXPERIENCE MINIMUM REQUIREMENTS

High School education, or equivalent BA or BS degree in a business-related field preferred Minimum of 4 years of experience in public relations, customer service, and general office functions Experience with 10-Key, typing, and Microsoft Office programs, especially Excel and Word AS400 or similar software experience preferred Must know or be willing to learn Peterson-specific software programs. Must have excellent follow-up skills.

ENVIRONMENT

Duties are performed indoors at the corporate offices in Grandview, MO. Must be able to remain sitting 90% of the time with scheduled breaks and lunch times. The person in this position needs to occasionally move about inside the office to access file cabinets and office machinery. Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine/scanner, computer printer, and telephone. The person in this position frequently communicates with others (internal and external) who may have various inquiries, etc. Must be able to calmly exchange timely and accurate information in these situations. EOE/M/F/Vet/Disability Employer. Peterson Manufacturing does not sponsor applicants for work visas. Join us as we strive to deliver unparalleled customer experiences through innovative leadership and dedicated teamwork!

Pay:

$70,000.00 - $83,000.00 per year

Benefits:

401(k) Dental insurance Employee assistance program Employee discount Flexible spending account Health insurance Health savings account Life insurance Paid time off Referral program Retirement plan Vision insurance

Education:

Bachelor's (Preferred)

Experience:

Customer Service:

4 years (Required) AS400: 1 year (Preferred)

Work Location:

In person