Customer Service Manager

United For Growth LLC•Dallas, TX

About The Position

The Customer Service Manager will be responsible for all customer service functions. This position will collaborate with and be a support hub for all of UFG Manufacturing. As a key member of the UFG Manufacturing leadership group, the Customer Service Manager will play an integral part in annual and long-range planning efforts as well as major business development opportunities. This position will be a trusted business partner among departments and maintain confidentiality of sensitive information while adhering to company policies. This position will have thorough and extensive knowledge of the operating systems and processes to effectively support all aspects of operations with day-to-day needs and key initiatives.

Requirements

Proven management of the Customer Service Department including personnel and processes.
Exposure in sourcing and procurement to support the Purchasing Department.
Sustain networking relationships with customers.
Ability to collect, analyze and interpret data.
Lead and cultivate open communication that fosters creativity and accountability.
5+ years’ experience in customer service and manufacturing operations.
Understanding of market dynamics and sound business judgement.
Strong project management, organizational, and leadership skills.
Proactive approach, along with strong work ethics and attention to detail.
Excellent communication skills, both verbal and written.
Ability to solve problems and make sound decisions.
Ability to multi-task and work cross-functionally in a fast-paced, deadline-driven environment.
Proficiency in Microsoft Office (Word, Excel, PowerPoint, Outlook), and various operating systems including CRM.

Nice To Haves

Experience in M1 a plus!

Responsibilities

Lead and manage the customer service team to cultivate an “easy to do business with” environment for customers and partners.
Hire, train and manage customer service staff.
Collaborate with customers and sales to resolve complex issues.
Manage and report claims issues/metrics.
Act as a point of escalation for customer issues, ensuring rapid resolution and customer satisfaction.
Conduct regular performance assessments and provide actionable recommendations based on analytics for the Customer Service Department.
Support onboarding of new Dealers and Manufacturing Representatives.
Become a resource for Sales and Accounting in their process of ensuring proper review of sales commissions, rebates and contracts.
Support production scheduling and material planning by maintaining accurate system data and communication with suppliers/customers.
Develop and implement standard operating procedures for administrative workflows.
Assist in developing and implementing a CRM strategy for the sales and customer service teams.