Customer Service Manager (CSM)

Kksp Precision Machining • Glendale Heights, IL

431d • $80,000 - $115,000

About The Position

The Customer Service Manager (CSM) is responsible for overseeing a team of Customer Service Representatives (CSRs) while managing their own set of assigned customers. The CSM's primary goal is to enhance customer experience and loyalty by providing exceptional support throughout the order process, from inception to product receipt. This role involves coordinating with various internal departments to resolve customer issues and ensuring high-quality service delivery.

Requirements

• Bachelor's degree (BA/BS) or equivalent from a four-year college; or equivalent combination of education and experience
• Ability to read and comprehend simple instructions, short correspondence and memos
• Ability to write simple correspondence and effectively present information in one-on-one and small group situations
• Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference and volume
• Ability to apply common sense understanding to carry out instructions furnished in written, oral or diagram form

Nice To Haves

• Experience with Customer Relationship Management (CRM) tools preferred
• Strong problem-solving skills
• Excellent customer service skills
• Interpersonal skills to manage difficult customer situations
• Strong oral and written communication skills
• Ability to work effectively in a team environment
• Professionalism and adaptability in a changing work environment

Responsibilities

• Improve customer experience and build loyalty through providing exceptional personal support
• Process new and confirming customer purchase orders
• Respond to customer requests for service and information such as order status, quotation status, proof of delivery, material certifications, product certifications, deviations, customer returns, transit status, etc.
• Invoice orders upon shipment
• Develop relationships with Operations, Engineering and Finance to enable the escalation of critical customer support issues to the appropriate internal channels
• Follow up on stale/slow moving inventory and past due accounts receivables
• Provide the company with actionable customer feedback to facilitate continuous improvement efforts and/or specific account-related changes
• Coordinate activities and track time spent out of the office for the entire team to maintain an accurate team calendar and ensure appropriate customer coverage
• Coach and develop CSRs as needed
• Manage multiple general email inboxes for the company either addressing the incoming correspondence or directing it to the correct internal resources to ensure high level of customer service
• Maintain an accurate customer database
• Maintain standard operating procedures (SOPs) for the department and train new employees as needed
• Ability to prioritize and efficiently manage different responsibilities in alignment with departmental goals

Benefits

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Fabricated Metal Product Manufacturing
• Education Level: Bachelor's degree