Customer Service Manager

Ho-Chunk•Detroit Lakes, MN

3d•Onsite

About The Position

The primary role is responsible for receiving homeowner and customer inquiries and complaints and implementing timely and efficient action in a professional manner through coordination of onsite delivery and repairs performed by customer service representatives. This position oversees the warranty specialist role and coordinates service in the Warranty Department. It carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws, including interviewing, hiring, training, planning, assigning and directing work, appraising performance, rewarding and disciplining employees, and addressing complaints and resolving problems.

Requirements

Associate degree (A.A.) or equivalent two-year college or technical school; or two to three years related experience and/or training; or equivalent combination of education and experience.
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
Ability to write routine reports and correspondence.
Ability to speak effectively before groups of customers, homeowners, contractors, and employees of the organization.
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
Knowledge of Root Cause Analysis.
Working knowledge of databases, Internet, spreadsheet and word processing software.
Knowledge of Smartsheet, Excel, and Teams.
Maintains valid driver's license.

Nice To Haves

Work experience in a modular home manufacturing environment preferred but not required.

Responsibilities

Responds to and documents all customer inquiries and complaints; provides technical assistance.
Interacts with sales, quality control, production, and shipping/receiving personnel to coordinate tracking and processing of shortages, back orders, and warranty materials.
Determines and implements appropriate action for customer inquiries and complaints.
Coordinates weekly schedule of customer service work for Company field representatives.
Places weekly service schedules on the calendar link.
Communicates regularly with the sales department to update on service issues and to place information provided by sales personnel in house files.
Attends the early portion of the sales meeting to review the service schedule and update on other service issues.
Prepares shipping orders for materials required to complete service calls.
Maintains weekly and monthly reports on service representative calls.
Receives and completes builder orders for additional materials needed for completion or for house add-ons.
Coordinates through the purchasing department for defective products purchased under suppliers’ warranties to be ordered and delivered.
Maintains current and active files of basic information on all homeowners in the house files for prompt reference.
Reports quality or any other pertinent customer concerns at the weekly meetings to the Plant Manager and/or Quality Assurance Manager and other management personnel as appropriate for resolution.
Assembles Warranty Handbooks for delivery with products and maintains updated inventory of warranty information.
Sends follow-up questionnaires to all homeowners inviting favorable or critical comments and to ascertain need for additional work.
Initiates necessary action and writes follow-up correspondence upon receipt of homeowner questions or requests.
Enrolls all houses built and sold by Dynamic Homes into the Homeowner’s Warranty Program.
Drafts letters and correspondence for the Customer Service Department.
Conducts site visits as needed.
Provides reception coverage during receptionist absences, including answering and directing incoming calls, greeting visitors, managing incoming and outgoing mail, and ensuring front office operations continue smoothly.
Maintains a favorable working relationship with all employees to promote a cooperative and harmonious working environment.
Conforms to safety rules and uses all appropriate safety equipment.
Analyzes statistics and compiles accurate reports weekly, monthly, and yearly.
Conducts meetings with management to report on issues, trends, and top 5 items of concern.
Performs other related duties as assigned.