Customer Service Manager

About the position

Lead, mentor, and supervise the Transmission and Distribution Project Services Customer Service team as they satisfy, transact, communicate and resolve business solutions with our customers and sales organization. Be the subject matter expert as it relates to managing our Transmission and Distribution Project Services business including but not limited to: product, project management, quote and sales requirements; etc. Continuously elevate the overall value proposition of the Transmission and Distribution Project Services customer service organization.

Responsibilities

• Improve the customers experience with HPS.
• Create engaged customers and help facilitate growth.
• Manage and Monitor order entry process as defined in the company guidelines.
• Ensure review of purchase orders with certain requirements are adequately defined and documented; differences are resolved prior to order entry and HPS has the capability to meet contractual requirements.
• Discuss important quotations, significant purchase orders, returned goods requests and any other important transactions with Sales, and Product Groups.
• Review customer's terms and conditions and resolve exceptions to the customer's and HPS's satisfaction.
• Interact with customers and garner feedback of HPS services, products, and processes.
• Improve customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes.
• Function as the primary training/coaching resource for the team and help to identify when additional training is required for members of the team.
• Evaluate individual and teamwork loads.
• Approve Return Goods Authorizations, Warranties and Credits within established guidelines.
• Monitor customer deductions/returns and ensure department cycle time goals are met.
• Integrate proposals with construction project timelines to identify material prioritizations or potential adjustments.
• Ensure Free Trade Agreements and Country of Origin Requests are provided in a timely manner.

Requirements

• BA/BS in Business or Marketing related fields preferred.
• Minimum 5 years customer service experience and international customer service experience strongly preferred.