Customer Service Manager

NFI Parts • Louisville, KY

7h

About The Position

The Customer Service Manager (CSM) will plan, co-ordinate and evaluate the activities of the customer service team to maintain and enhance customer relationships and meet organizational and operational objectives.

Requirements

• Post secondary education or equivalent experience.
• Previous management/supervisory experience.
• Strategic/Critical thinking.
• Microsoft Office, Excel.
• Analytical skills.
• Excellent communication and organizational skills.
• Adaptable/Flexible.
• Ability to travel up to 25%.

Responsibilities

• Ensure all direct reports are executing on their responsibilities, with a review and adjustments as necessary.
• Monitor, support and balance workloads within the team assigning related Customer Service tasks as required.
• Provide coaching, guidance, and support to direct reports, identifying any additional training requirements, opportunities for collaboration with other segments or general process improvements.
• Develop annual customer revenue and margin budget requirements, both core and program, and monitor monthly.
• Develop quoting strategies, customer profitability planning and customer revenue growth plans for team segment with roll out of strategic plan and execution plan to all members of team segment. Quarterly review with Director.
• Work with the TSR to establish action plans on gathering market Intel and business development opportunities as a support to the segment revenue growth plan.
• Review open contracts and ensure contract language/requirements have been considered, providing guidance and insight to CSR’s and Contracts Specialist.
• Review customer contract items and upcoming escalations in conjunction with CSR. Providing direction on tasks required to ensure completion.
• Review and approve bid contract pricing less than $50,000 and above 8% net margin.
• Review and evaluate contract/quote awards win/loss rate and work with the CSR and assigned TSR to develop a quoting strategy plan by customer. Present and allow for input from the Director.
• Monitor all major projects or programs in collaboration with the Contracts Specialist and assigned CSR. Provide guidance and report/update Director of milestones and progress.
• Review, approve and distribute return material authorizations (RMA's) greater than $500.00 but less than $2500.00.
• Ensure existing and new Business Process Manuals and Greenbook Entries are updated annually.
• Develop annual plan of customer visiting schedule required by the team (include Director and VP in the plan).
• Ensure Contact Reports are provided, and action items are identified. Assist in coordinating any tactical responses.
• Collaborate and meet regularly with the team CSR and assigned TSR to establish and maintain an effective customer strategy and visiting schedules ensuring updated travel logs and calendars. Provide feedback to Director as required.
• Ensure a pre-visit call/meeting with the assigned CSR and TSR to review visiting plans outlining any customer open issues, final expectations, deliverables worksheet for presentation on Customer visits.
• Develop Employee Performance Reviews with guidance from Director.
• Working closely with the Director to develop KPI’s to monitor and manage specific team targets
• Review impact of foreign exchange (FX) currency fluctuations and implement FX quote strategy. Collaborate execution with team.
• Review bus build schedule and establish new customer strategies, visiting schedules, RSL and provisioning requirements.
• Approve all timesheets and time off requests;
• Travel to customer sites and attend trade shows as required.

Benefits

• Competitive Wages.
• A continuous learning environment.
• Ability to advance your career with a growing company.
• Employee social committee organizes numerous events throughout the year, including summer barbecues, holiday festivities, sporting events and tournaments, and much more.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed