Customer Service Manager - Detecto

Cardinal Scale Manufacturing Co•Webb City, MO

10d

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. The role requires in-depth knowledge of company products and programs, effective communication with department team members, and may include specializing in assistance with parts-related issues. The manager supports Detecto dealers and end users by phone, email, and live chat; handles escalated questions, complaints, return authorizations, delivery issues, and special customer requests; and coordinates customer communications with production planning, engineering, sales, shipping, and technical support. The role also includes detailed order and quote entry into Cardinal Scale’s ERP system, lead distribution to domestic and international sales managers, and inside sales support by explaining product selections and suggesting related or new items. The manager sets goals for customer service representatives, supports their development through coaching and training, prepares work instructions and trains new hires, and keeps the team informed about procedures, business developments, and product updates. 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 a quality-of-service mindset in department team members.
Meticulous attention to detail and 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, and follow up to ensure resolution.
Work with freight forwarders to expedite international shipments.
Handle special customer requests beyond the scope of customer service representatives.
Set goals and expectations for customer service representatives and help them meet those goals through skills training and ongoing coaching.
Write work instructions for department functions and provide one-on-one training to new hires.
Keep the customer service team informed about new procedures, business developments, and product updates.
Support Detecto dealers and end users by phone, email, and live chat.
Coordinate customer communications with production planning, engineering, sales, shipping, and technical support regarding new and potential orders.
Enter orders and quotes into Cardinal Scale’s ERP system.
Distribute leads to Detecto domestic and international sales managers.
Explain available product selections to customers and suggest related or new items.
Maintain product knowledge by studying product descriptions and technical materials and participating in educational opportunities.
Propose, initiate, and sometimes lead training for customer service staff.
Explain product connectivity and usage to customers.