Customer Service Manager
About The Position
The Customer Service Manager oversees the daily operations of the Customer Service Department and develops and implements strategies to provide an exceptional customer experience. The role manages customer service operations, trains and evaluates customer account managers, supports key accounts, allocates accounts and workloads, maintains customer scorecards, and serves as an escalation point for customer concerns. The manager works with cross-functional teams to resolve issues and improve communication and processes, monitors KPIs, and reports findings to leadership. The position requires compliance with company policies, procedures, and safety practices. Candidates must be a U.S. Person (U.S. citizen or permanent resident) to support compliance with ITAR and EAR. The work environment includes exposure to moving mechanical parts and occasional fumes, airborne particles, and vibrations; noise is usually moderate to occasionally loud. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
Requirements
- Bachelor's degree required.
- Five years of experience in customer account management plus two years in a leadership role.
- Experience with ISO 13485, AS9001, or a regulated manufacturing environment.
- Strong understanding of customer service metrics and tools such as ERP and CRM.
- Excellent communication and conflict resolution skills.
- Ability to manage competing priorities and lead in a fast-paced setting.
- Must be a U.S. Person (U.S. citizen or permanent resident) to ensure compliance with ITAR and EAR.
Nice To Haves
- Exposure to continuous improvement initiatives, including Lean and Six Sigma.
Responsibilities
- Manage the daily operations of the Customer Service Department and facilitate problem resolution within customer service or between departments when customer requirements are affected.
- Train customer account managers in new procedures or systems, including ERP implementation, and in customer service skills; facilitate cross-functional training to cover absences.
- Act as customer account manager for certain key accounts.
- Allocate accounts among customer account managers to maintain appropriate customer service and balanced workloads.
- Evaluate customer account managers' performance against defined criteria.
- Maintain customer scorecards, as applicable.
- Serve as the escalation point for customer concerns and facilitate resolutions with cross-functional teams.
- Ensure effective communication between departments regarding customer orders, changes, and complaints, and review processes for improvement opportunities.
- Monitor KPIs, analyze trends, and communicate findings to leadership to support decision-making.
- Follow and ensure compliance with established Vaupell policies, standard operating procedures, and safety practices.
- Perform other duties as assigned.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
