Customer Service Manager

Sound Seal Inc•Dublin, OH

21h•Onsite

About The Position

The Customer Service Manager leads the development and performance of Kinetics Noise Control, Inc.'s customer service team. This role ensures that staff are equipped with the tools, training, and resources needed to deliver an exceptional customer experience. The manager is accountable for maintaining appropriate staffing levels and ensuring that all orders, emails, and phone inquiries are handled accurately, professionally, and in a timely manner.

Requirements

Proven experience in a customer support leadership role, preferably as a Customer Support or Service Manager.
Strong leadership and team-building skills.
Excellent communication and interpersonal abilities.
Demonstrated ability to drive customer satisfaction and achieve performance goals.
Proficiency in Microsoft Office suite.
Strong analytical skills and attention to detail.
Ability to think strategically and solve problems effectively.

Nice To Haves

Visual and/or Power BI, preferred.

Responsibilities

Plan, direct, and manage the daily activities of the customer service team to maintain high productivity and morale.
Recruit, interview, hire, and onboard new customer service personnel.
Oversee performance management, including coaching, performance evaluations, disciplinary actions, and terminations.
Identify training needs and recommend internal development opportunities, external training, or continuing education programs.
Provide direct supervision and mentorship to customer service representatives.
Review orders prior to production submission to ensure accuracy and completeness.
Monitor customer service email channels to ensure timely, professional, and accurate responses.
Coordinate expedited service requests from sales representatives and customers.
Investigate orders returned by sales or manufacturing, identify root causes, and recommend corrective actions.
Negotiate resolutions with representatives and customers in disputed matters to maximize satisfaction within company guidelines.
Perform customer service representative duties as needed during peak periods or to cover absences.
Serve as the primary liaison between Customer Service and Sales, Scheduling, Purchasing, Engineering, Manufacturing, and Accounting to ensure production and delivery commitments are met.
Promptly resolve conflicts arising between Customer Service and other departments, including Logistics.
Coordinate with Accounting on order entry matters such as new accounts, payment terms, sales tax changes, credit card payments, and accounts on hold.
Partner with IT to resolve technical issues affecting customer service operations.
Attend daily operations meetings, including those with the Oceanside plant, to report order activity and address scheduling or production issues.
Ensure consistent interpretation, communication, and enforcement of company policies and procedures.
Review proposed personnel and policy changes with the immediate supervisor.
Contribute to process improvement initiatives and recommend policy revisions in partnership with leadership and the Controller.
Maintain accurate records of routing instructions for domestic and export customers.
Partner with the Logistics Manager to review export compliance and resolve carrier or broker conflicts.
Monitor scheduled shipments for market and pricing errors, and review the Late Orders report to ensure timely resolution of issues affecting customer service and billing.
Review reports for new orders processed, engineering releases, and shipments to ensure accuracy and proper distribution.
Review backlog and engineering order reports for accuracy.
Oversee the Return Material Authorization (RMA) request process.
Develop and maintain a user-friendly Visual Manufacturing Customer Service User Manual, including departmental procedures and policy guidelines.
Monitor activity from outside sales and manufacturing facilities.
Other duties as assigned.