R&M - Customer Service Manager- Springfield, OH

Konecranes•Springfield, OH

3d•$85,000 - $105,000•Onsite

About The Position

The Customer Service Manager - Equipment role at Konecranes is responsible for managing, overseeing, coordinating, supporting, coaching, and developing customer service activities related to equipment, spare parts, technical support, and warranty. This includes fostering product, system, application, and industry-specific knowledge within the team, as well as developing interpersonal skills. The manager will monitor employee performance, address issues promptly, and develop/implement policies and procedures to enhance team performance, customer satisfaction, and loyalty. Key focuses include improving efficiency, responsiveness, accuracy, and the overall customer experience. The role also involves building strong business relationships with customers and internal departments, soliciting feedback, and monitoring supplier performance. The manager will create and analyze metrics to assess team performance and capacity, and perform duties of direct reports as needed. Other duties may be assigned by the supervisor.

Requirements

Bachelor’s degree
1-3 years experience with sales/customer service.
Organizational skills are a must.
Systems and process management skills are also important.
Being able to hold you and your team accountable (a self-starter) is vital to success

Nice To Haves

Preferably with corporation’s offer/order/claim process team.
Experience with SAP is preferable.

Responsibilities

Manage, oversee, coordinate, support, coach and develop equipment, spare parts, technical support and warranty customer service activities, functions and personnel.
Develop product, system, application, and industry specific knowledge, as well as interpersonal skills and attitudes throughout the team.
Monitor employee knowledge, quotations, order/claim entry, order/claim backlog and A/R activities to ensure that all are flowing smoothly through the entire process; address any problems or issues immediately.
Develop and implement policies, procedures, processes, training and tools to improve team performance, exceed customer expectations and develop customer loyalty. Focus on improving efficiency, responsiveness/turnaround time, information accuracy, timeliness and the entire customer experience.
Develop strong business relationships and open communication channels with customers, colleagues, sales, finance, general management and internal (and external) suppliers. Actively solicit feedback.
Create equipment, technical support, warranty and spare part metrics and report metrics monthly. Analyze these metrics to objectively grade the overall performance/capacity levels of the equipment, spare part, technical support and warranty team.
Monitor internal (and external) supplier performance and address issues affecting team performance and product deliveries. Involvement in aspects such as the order backlog, the production schedule and expediting orders is essential.
Perform the duties of direct reports as needed.
Other duties as assigned by supervisor.