Customer Service Manager

Great Day Improvements Manufacturing (Macedonia, OH) - Customer Service Manager

As of the Customer Service Manager (CSM), you will be the voice of the division in their customer success role. The CSM must drive themselves and their team to have the commitment necessary to achieve a high level of success in their objectives. The ideal candidate for this role must have proven leadership, manufacturing acumen, a passion for people development, and a commitment to customer service.support the activities (day-to-day and development) of all individuals working within their designated area of responsibility.

Pay range: $90,000.00 - $100,000.00 per year

· Provide leadership, technical oversight, general direction, scheduling, decision-making, and problem-solving capabilities for themselves, their teams, and our customers.

· Interface with cross-functional organizational teams and key stakeholders to ensure that customer needs and regulatory requirements are met or exceeded.

· Keep abreast and identify new market trends and opportunities to leverage new / emerging technologies or products to provide a higher level of service to drive deeper account penetration and overall revenue growth.

· Serves as escalation point for customer issues ensuring they are resolved as quickly and efficiently as possible, leveraging resources across the division as necessary.

· Serves as a principal trainer for customers’ orders management using the ERP system (FeneVision),

· Cooperates and partners with Accounts Receivable, Logistics, Transportation, and Shipping to resolve any issues for customers, with the ultimate goal of on-time order delivery.

· On a daily basis, check backorders for direct reports to ensure timely processing.

· Cooperates with the Senior Manager on new initiatives and consistently identifies areas for improvement and development to meet future business needs.

· Meets regularly with the Customer Service Team to focus on KPIs; identifies opportunities for ongoing training; provides or facilitates development and skill-set enhancement training for team members; mentors and fosters the growth of team members.

· Direct supervise and evaluate the Customer Service team’s performance reviews and overall team effectiveness with upper management.

· Help the Customer Service team with challenging customer service issues.

· Improve current operational systems and processes to increase effectiveness and efficiency.

· Create and implement processes to eliminate errors, poor quality and/or time delays.

· Recruiting, hiring, onboarding, recognizing, and training (new and ongoing) employees.

· Interface with cross-functional organizational teams and key stakeholders to ensure that customers and regulatory requirements are met or exceeded.

· Participates in internal management meetings and other interdepartmental operations meetings.

· Other duties as assigned.

· Bachelor’s degree from an accredited four-year college or university in Business Management, Manufacturing, or related field.

· Five (5) plus years of customer service experience with increasing responsibilities or supervisory experience is required.

· Experience in a manufacturing environment preferred.

· Lean Six Sigma is a plus.

· Able to occasionally lift up to 20 lbs.

· Knowledge of customer needs assessments, meeting service quality standards, and customer satisfaction evaluation.

· Excellent verbal and written communication skills.

· Ability to Drive change, be action-oriented, persistent, and willing to put in more effort when encountering setbacks.

· Innovative customer service initiatives by analyzing data.

· Ability to multi-task.

· Ability to maintain composure under pressure.

· Detail-oriented individual with experience in customer service and data entry.

· Problem-solving and analytical ability as it relates to resolving customer issues.

· Use Critical thinking to identify strengths and weaknesses of solutions to problems.

· Strong computer background with a working knowledge of Microsoft Office packages, including Outlook.

· Ability to work independently without the need for daily direct management.

· Ability to lead a team and hold individuals accountable for advancing division and corporate goals.

· Financial budgeting and reporting

GDI is an Equal Employment Opportunity Employer

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