Customer Service Manager

Safran • Peachtree City, GA

118d

About The Position

The role of the Customer Service Manager is responsible for direct communication with customers, sales personnel, customer support, and senior management. This role is responsible for all aspects of customer accounts including quoting and order process, contract management, organic revenue growth, and performance reporting. Additionally, this position will manage a team of Customer Service Representatives (CSR's) to achieve Customer Satisfaction. This cross-divisional function will coordinate customer service specific activity across SAU/SAS/SAO functional areas.

Requirements

• Customer oriented service.
• Strong work ethic and ability to be self-motivated.
• Computer skills with knowledge of ERP/MRP, Excel spreadsheets and Word.
• Management Capability.
• Bachelor's Degree.
• 5 years minimum customer service and management experience.

Nice To Haves

• Strong oral & written communication skills essential for interaction with customers.
• Ability to make presentations.

Responsibilities

• Maintains strong client relationships and acts as the primary point of contact for all customer service activity.
• Regularly reviews daily activity for assigned customers to assure that questions have been answered, decisions have been acted upon, and problems have been resolved.
• Leads Customer Service Team and acts as escalation point for issues identified by CSR.
• Ensures that customer service representatives are trained and knowledgeable on the global processes.
• Ensures customer quotations and purchase orders are managed to meet expectations.
• Manages and attends meetings to resolve problems and provide solutions.
• Works with Purchasing, Operations and Sales to coordinate the purchase order flow in the warehouse/shop as required.
• Manages daily/weekly/monthly KPI's and reports for assigned accounts.
• Analyzes delivery/sales performances.
• Provides weekly updates on KPI's and critical requirements to the Customer Service Director.
• Identifies and attracts new business from existing customer base.
• Conducts Customer field visits and periodic program performance reviews.
• Oversees answers to all applicable correspondence by the Customer Service Reps.
• Organizes meetings with staff to discuss daily issues, problem areas and generate new ideas.
• Works with sales and purchasing on forecasting.
• Provides employee appraisals/reviews.
• Ensures that the department is in compliance with company policies and procedures.
• Monitors and ensures the AOG line is handled adequately.
• Participates in the elaboration of new contracts.
• Assists and performs responsibilities given by the Customer Service Director.
• Complies with and ensures that direct reports adhere to policies/procedures and regulations.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Transportation Equipment Manufacturing
• Education Level: Bachelor's degree