Customer Service Manager

Barnes International Limited • Maumee, OH

246d

About The Position

Force and Motion Control Business Unit, ASRaymond, Maumee seeks a progressive leader to serve as the Customer Service Manager for the Maumee, Ohio location. The Customer Service Manager is responsible for managing the daily operations of the customer service department. Their role is to provide superb customer service by leading, guiding, coaching, and mentoring the customer service department. This role is essential in driving continuous improvement, developing standard work, and driving key performance indicators (metrics) based on data. The ideal candidate will proactively solve challenges while balancing the internal (operations) and external (customers) needs.

Requirements

• Minimum of five years of customer service experience.
• Minimum of three years of management or supervisory experience.
• Prior experience with M3 ERP system or similar ERP is preferred.
• Familiarity with lean process management to enable a continuous Improvement mindset.
• High understanding of our legal language, contracts, terms and conditions, and quality clauses commonly used in business.
• A change agent with a willingness to learn and tackle complex problems and create a sense of urgency and a can-do attitude within the team.
• Bachelor's degree in business, marketing, communications, or a related field, preferred.
• Combination of education and experience, accepted.

Nice To Haves

• Bachelors or better in Business Administration.

Responsibilities

• Supervise the daily operations of the customer service department.
• Back-up Customer service team during peak demand/ high level of absences.
• Interact with customers and handle customer queries and complaints promptly.
• Escalation for customer service inquiries or concerns.
• Operate with a collaborative mindset to identify opportunities to manage customer service staffing and effectively evaluate, motivate, develop & recruit teams.
• Develop and implement objectives, policies, and procedures to improve service levels, increase efficiencies, and maintain a continuous improvement environment.
• Establish daily, weekly, and annual KPIs for the department and individual team members and help them reach these goals.
• Develop countermeasures when trends are not hitting the required levels.
• Site compliance administrator responsible for implementing procedures & policies to assure compliance with quality systems, division, and legal regulations.
• Perform audits to validate compliance.
• Maintain relationships with strategic accounts.
• Proactively engage accounts to measure customer satisfaction and summarize findings with leadership.
• Track CRM adoption within the team and remove hurdles to system utilization.
• Customer Data Administrator (CDA) leader for location.
• Lead export compliance leader for the location.
• Perform other duties as assigned by the manager.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Heavy and Civil Engineering Construction
• Education Level: Bachelor's degree