Manager, Customer Service

Safran Group • Carson, CA

115d

About The Position

In the role of Manager, Sales Support you'll play a pivotal part on our Customer Support team. The Sales Support Manager is responsible for overseeing the Customer Service Representative Team for ensuring timely, accurate order processing and responding. The Sales Support Manager will manage and track approved customer RFQ, orders and billing, as well as, work closely with the Supply Chain team and Program Management organization to address and resolve any order issues.

Responsibilities

• Ensure the team processes internal and external customer purchase orders and requests in a timely manner
• Review customer orders (EDI, web portal based, e-mail) for accuracy
• Proactively identify and address issues with orders, ensuring timely and effective resolution to maintain accuracy and customer satisfaction
• Understand all aspects of the Order Management process
• Provide Order Processors with training and guidance; assist co-workers with resolutions of issues on orders
• Evaluate current processes and procedures, refine and finalize them, and create comprehensive documentation for both new and existing workflows
• Partner with Sales, Operations, Quality & Finance to streamline interconnecting processes impacting Order Management
• Maintain and update the company's order processing manual by evaluating current procedures, integrating necessary updates, and ensuring clarity and alignment with company standards and industry requirements
• Ensure order accuracy by reviewing daily order deck
• Monitor Order Processing productivity and SOM activity through Order Management
• Ensure team can effectively resolve customer issues/concerns
• Analyze and evaluate complex customer issues to determine appropriate resolutions
• Develop and maintain excellent rapport with customers, both internal and external
• Manage customer's backlog order and customers' billing process
• Ensure continuous training and up-to-date knowledge of M3 products and order processes

What This Job Offers

• Career Level: Manager
• Industry: Transportation Equipment Manufacturing
• Number of Employees: 5,001-10,000 employees