Customer Service Manager

Reliant Worldwide Plastics•Gainesville, TX

About The Position

We are looking for an experienced Customer Service Manager to join our dynamic team. This position manages and coordinates activities of workers engaged in verifying and keeping records on incoming orders and outgoing products by performing the below listed duties and responsibilities. The ability to interact with customers (both internal and external) in a fast paced environment, sometimes under pressure, remaining flexible, proactive, resourceful and efficient, with a high level of confidentiality is crucial to this role.

Requirements

Bachelor's degree or equivalent work experience
Minimum 5-7 years' experience in customer service management in a manufacturing environment
Must have excellent knowledge of Microsoft Office (Excel, Outlook, and Word dominant)
Excellent customer interface experience and solid program management skills
Excellent leadership and supervisory skills
Excellent verbal and written communication skills
Self-started and must work well under pressure
Must be able to read, write, speak and understand English

Nice To Haves

Experience in injection molded plastics a plus

Responsibilities

Oversees and Manages Customer Service Representatives on a daily basis ensuring accurate and timely order entry into the ERP system
Overall responsible for accurate, timely order entry while ensuring order acceptance dates can be met through coordination with Plant Manager
Responsible to ensure the Customer Service team meets order entry throughput goals
Assists in negotiating order discrepancies with the customer facilitating a favorable outcome for the company
Provides early warning to Plant Management when orders are at risk of not being shipped timely (voice of the customer)
Prepares and is responsible for Customer Service KPI performance
Responsible for BOM creation, accurate pricing data and is an expert user in the ERP system
Deal directly with customers either by telephone, electronically or face to face
Maintains the integrity of the ERP database by ensuring data quality and accuracy
Direct customer requests and unresolved issues to the designated resource and follow upon resolution
Investigate and/or solve customers' long-standing or complex problems and when needed make Plant Management aware of customer needs and expectations that have not been resolved in a timely manner
Work closely with sales and project management teams on job cost estimates and tracking these costs for installations and start-ups
Manage customers' accounts
Keep records of customer interactions and transactions; record details of inquiries, comments and complaints
As required, organizes programs, events, meetings or conferences by arranging facilities and caterers, issuing information or invitations and coordinating speakers
Manage, develop and motivate direct reports
Complete special projects and perform other duties as assigned by management