Customer Service Manager - Aerospace and Defense Manufacturing

Machine Specialties•Whitsett, NC

22h•Onsite

About The Position

Machine Specialties, Inc. (MSI) is seeking a Customer Service Manager to manage key customer accounts and oversee the daily operations of the Customer Service department. MSI, a leading contract machining and metal finishing company, has been manufacturing precision parts since 1969 and is located in Whitsett, NC. The Customer Service Manager will ensure all customers are supported, establish and communicate company objectives to the team, develop procedures to improve customer satisfaction, train team members, host status meetings, and work with other departments to maintain shipment schedules. This role also involves expediting key customer orders, analyzing data for customer satisfaction, and serving as a customer escalation point.

Requirements

Strong communication skills
Supervisory/Leadership skills
Customer Service focus
Problem solving and analysis
Decision making
Planning and organization
Initiative and flexibility
Process improvement
Negotiation skills
Able to work under tight deadlines
Minimum of 4-5 years of experience in Customer Service and in a Leadership capacity
Bachelor's Degree (preferably in Business Administration, Marketing, or relevant field)
Knowledge in administration, management, and overall business practices

Responsibilities

Manage, train, and coach staff with a professional and positive attitude.
Supervise day-to-day operations in the department.
Share skills, knowledge, and experience to reach company goals.
Assist staff in responding to customers in a timely manner.
Handle complex and escalated Customer Service issues.
Serve as a liaison between Customer Service and Sales.
Partner with Operations and Quality to ensure customer and company needs are met, relay order prioritization, and ensure timely transfer of information concerning potential quality defects.
Assist team with problem-solving to resolve customer issues.
Provide and monitor role responsibilities and objectives to the staff.
Create and monitor effective Customer Service procedures.
Develop customer satisfaction goals, track customer complaints, review and maintain the Open Order report, assist in problem resolution, and actively participate in meetings such as Scrap, Collaborative Review, and others.
Manage the Customer Scorecard to ensure exceptional ratings are maintained.
Review Customer contracts and sales orders.
Enter all sales orders into Epicor and manage the orders from entry to shipment.
Travel to customer locations on a limited, as needed basis.
Plan, prioritize, and delegate work to the staff to ensure proper functioning of the department.
Analyze Customer Service outputs and provide updates to upper management.
Identify and implement strategies to improve quality of service, productivity, and profitability.
Serve as the Customer Service representative for key accounts.
Fill in for staff during their absence when needed.