Customer Service Manager - Detecto

Cardinal Scale Manufacturing, Co.•Webb City, MO

11d•$24 - $27

About The Position

The Customer Service Manager supervises the daily business operations of the Detecto customer service department and provides effective service to internal and external customers through in-depth product and program knowledge and effective communication. The role may specialize in assistance with parts-related issues. It supports Detecto dealers and end users by phone, email, and live chat, and may involve products with sophisticated electrical and mechanical components. The manager sets expectations and goals for customer service representatives, develops their skills through coaching and training, creates work instructions, and trains new hires. The role also handles escalated customer concerns, return authorizations, delivery issues, special requests, and international shipping coordination. It coordinates customer communications across production planning, engineering, sales, shipping, and technical support; enters orders and quotes in Cardinal Scale’s ERP system; distributes leads to domestic and international sales managers; and provides inside sales and technical product guidance. This is a full-time position working Monday through Friday, 8:00 a.m. to 5:00 p.m., for 40 hours per week. Overtime may be required based on business needs. The position reports to the Vice-President of Marketing & Customer Support.

Requirements

Associate’s or bachelor’s degree in Business, Technology, Communication, or Electronics, or equivalent experience in a related field.
Three years of experience in customer or technical support via phone, email, and fax.
Highly self-motivated, with the ability to instill quality of service in department team members.
Meticulous attention to detail and detailed data-entry skills.
Excellent verbal and written communication abilities.
Ability to communicate across internal departments and package information for customers.
Technical capacity to support products with sophisticated electrical and mechanical components.

Nice To Haves

Bachelor’s degree in Business Management, General Business, Engineering Technology, or Communications.
Background in healthcare, electronics, mechanical, or technology fields.

Responsibilities

Supervise the daily business operations of the Detecto customer service department.
Interact professionally with customers and address inquiries and complaints in a timely manner.
Answer escalated questions and concerns from customer service staff about responding to customers.
Manage and communicate return authorization and delivery issues, then follow up to ensure resolution.
Work with freight forwarders to expedite international deliveries.
Intercede on customer special requests beyond the scope of customer service representatives.
Set goals and expectations for customer service representatives and support their development through skills training and ongoing coaching.
Write detailed work instructions for department functions and provide one-on-one training to new hires.
Keep the customer service team informed about procedures, business developments, and product updates.
Support Detecto dealers and end users by phone, email, and live chat.
Coordinate customer communication about new and potential orders with production planning, engineering, sales, shipping, and technical support departments.
Enter detailed orders and quotes into Cardinal Scale’s ERP system.
Distribute leads to Detecto domestic and international sales managers.
Explain available product selections and suggest related and new items as part of inside sales.
Maintain product knowledge by studying product descriptions, participating in educational opportunities, and reading brochures, manuals, and technical documentation.
Propose and sometimes lead training for customer service staff.
Explain product connectivity and usage to customers.