Customer Service Manager

Astrodyne TDI•Hackettstown, NJ

5h•$70,000 - $100,000

About The Position

Astrodyne TDI is looking for a Customer Service Manager who is a hands-on, detail-oriented individual and has a high level of professional sales support and account management services. They will deal with assessments of intangible variables, identify and evaluate fundamental issues while providing direction for internal organizations along with continuous communication with customers. This is an ideal role for candidates looking for an opportunity to lead and manage all aspects of the CSR department while developing and implementing processes/procedures along with continuing to service Astrodyne TDI customers, Regional Sales Managers, and Manufacturing Representatives.

Requirements

Bachelor’s degree in Business Administration
Minimum of 5 years of experience within a customer service or inside sales environment with a minimum of 3 years of supervising a team.
Solid knowledge of CRM and ERP systems

Nice To Haves

Intermediate working knowledge of Microsoft Office
Strong written, communication, teamwork and interpersonal skills.
Analytical and problem-solving skills in order to evaluate and assess complex scenarios
The "Calm in the Storm": Ability to handle high-pressure delivery schedules with a professional demeanor.
Detail-Oriented: A "measure twice, cut once" approach to order entry and quoting.
Command: Ability to hold internal departments accountable for deadlines to meet customer commitments.

Responsibilities

Manage the daily customer service operations, including but not limited to:
Customer purchase order processing - Oversee the full order entry process, ensuring 100% accuracy in the ERP system. Act as the liaison between the customer and the operations team to provide real-time updates on order status. Proactively manage backlogs and communicate potential delays before they become issues.
Forecasting and demand planning with management and sales team
Service Return Processing - Manage the Return Material Authorization (RMA) process from initial request to final resolution. Coordinate with operations and quality teams to ensure customer complaints are investigated (root cause analysis) and resolved.
Quote generation- Review customer RFQs (Request for Quotes) to ensure all commercial terms and lead times are clearly defined. Collaborate with Operations, Engineering and Sales to generate accurate, timely quotes for custom and standard transformer products.
Expected to also individually contribute for direct support to customers, processing of purchase orders, Quote Generation and all other customer service tasks.
Monitor customer backlog to maintain optimum performance and efficiency for each shipment.
Represent the customer and Regional Salesperson internally to provide excellent customer service and ensure customer satisfaction.
Maintain integrity of Master Data, including customer ship/bill information, Inco terms, customer contact information, etc.
May include accessing select customer’s portal for invoicing, ECR/ECNs, or to retrieve any information or notifications related to Astrodyne TDI products and business
Produce Bookings, Backlog, and various financial reports.
Work with Operations, Engineering, Marketing and Sales to resolve customer issues CSRs have regarding Purchase Orders, RMA’s, Deliveries and Order Status.