Customer Support Manager

Trelleborg Group•Seattle, WA

6d•Onsite

About The Position

The Customer Support Manager (CSM) is responsible for planning, directing, supervising, and evaluating the workflow of the Customer Support Coordinators (CSCs). In addition, the CSM coordinates work activities to achieve operational requirements and overall business objectives. The CSM monitors team performance against established standards and goals and works closely with the General Manager (GM) on hiring decisions and performance evaluations. The CSM may also be assigned to complex and/or strategic customers, services, and issues. The CSM is responsible for delivering outstanding customer service and customer satisfaction, managing the customer order process, and ensuring effective communication and coordination across customers, supply chain partners, and manufacturing locations. The CSM is also responsible for overseeing Purchasing and Planning activities to ensure customer purchase order and contract requirements are accurately reflected in work orders and that material, supplier, certification, and compliance requirements are met. The CSM supports customer projects, assists in achieving sales and profitability goals, and works cross-functionally to support on-time delivery and customer satisfaction.

Requirements

Minimum 3 yrs. Customer Service, Operational, Supply Chain experience required
Associate degree required
Possess high level of business acumen and ability to address problems in a logical order, and formulate plans and strategies
Excellent written and verbal communication skills, to include people and relationship building skills
Customer driven with a positive, professional, determined attitude
Strong organizational skills with the ability to handle conflicting priorities with detail and accuracy
Strong analytical, decision making and problem solving skills
Strong basic math skills (addition, subtraction, margin calculations)
Proficiency in the use of Microsoft Office (Word, Excel, and PowerPoint)
Proven proficiency in the use of business operational software (Oracle JDEdwards, SAP)
Able to work independently and productively with little supervision and direction
All applicants must be US persons within the meaning of ITAR. ITAR defines a US person as a US citizen, US Permanent Resident (i.e. Green Card Holder), Political Asylee or Refugee.

Nice To Haves

Leadership experience preferred
Bachelor degree preferred
Experience with ERP and/or CRM systems (JDE, SAP, ) beneficial
Experience in the Aerospace, Sealing, or Polymer industry is beneficial
Familiarity with AS9100 quality requirements is beneficial
Familiarity with technical prints (read and understand) is beneficial

Responsibilities

Lead the CSC team: train, coach, monitor, plan, review performance, and communicate annual goals and objectives.
Develop and continuously improve the customer support team.
Make recommendations to improve internal processes and operational efficiency.
Develop and implement procedures to ensure customer orders are processed accurately, efficiently, and on time.
Oversee account management activities, including sales growth, profitability, customer outreach, quotation follow-up, project tracking, and customer satisfaction.
Oversee Purchasing and Planning activities to ensure customer PO and contract requirements are accurately translated into work orders and all material, supplier, certification, and compliance requirements are met.
Ensure full compliance with all Standard Operating Procedures, Quality Procedures, and Quality Management Systems.
Develop work instructions for customer-specific tasks and train staff accordingly.
Represent the site on cross-functional teams supporting continuous improvement initiatives.
Assist with quality-related issues, including complaint resolution and corrective actions.
Support IT-related improvement initiatives and process enhancements.
Provide proactive communication, analysis, and problem-solving.
Drive innovative solutions and continuous improvement efforts.
Maintain a strong sense of urgency regarding response times, flexibility, and accuracy.
Report monthly, quarterly, and annual KPI results and performance metrics to the GM.
Assist the GM with management reviews, business reviews, and business planning activities.
The CSM position may also include general CSC duties as required.