Senior Customer Service Manager
DE JONG DUKE LLC•Allen Park, MI
•$110,000 - $120,000•Onsite
About The Position
The Senior Customer Service Manager will report directly to the VP of Sales and collaborate closely with cross-functional teams, including R&D, Sales, Operations, and Accounting, to deliver an exceptional customer experience and achieve business targets. This person will be responsible for building and maintaining strong relationships with key stakeholders in customer organizations. Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.
Requirements
- Bachelor’s degree in Business Administration, Operations Management, or related field.
- 5+ years of progressive leadership experience in a direct sales/business development role.
- Experience with CRM and ERP software.
- Proficiency in Microsoft Word, Excel, and PowerPoint.
- Demonstrated ability to motivate, coach, and elevate team members and direct reports in a sales/production environment.
- Ability to understand technical products/production processes.
- Advanced proficiency in data analysis, forecasting, and creating executive reporting using CRM software and BI tools.
- Exceptional verbal and written communication skills with proven ability to bridge the gap between technical operations and sales strategies.
Nice To Haves
- Ability to speak fluently in English and Spanish strongly preferred
Responsibilities
- Manage, mentor, and develop direct reports, fostering a high-performance, customer-centric culture.
- Define and implement best practices for handling inbound inquiries, warranty claims, and escalated technical issues.
- Facilitate continuous cross-training for high-level customer support delivery.
- Analyze customer data from our ticketing systems, warranty logs, and customer interactions to identify trends, opportunities, and potential risks.
- Sales order management.
- Act as the voice of the customer and collaborate with production to translate field feedback into actionable improvements for product quality and production workflows.
- Collaborate with the Sales and Production Planning teams to utilize data to create accurate sales forecasting reports for S&OP delivery.
- Present data-driven insights to leadership to highlight potential upsell opportunities, customer retention risks, and necessary product improvements.
- Develop and maintain technical resource libraries, knowledge bases, troubleshooting guides, and spare parts manuals to empower both end-users and in-house technicians.
- Coordinate with the development team on recurring issues, translating customer feedback into product improvements.
- Support new product installation and process implementation for the technical support team.
- Ensure compliance with pricing policies and trade spend governance.
- Proactively identify customer issues and act as the ultimate escalation point for complex customer service issues and high-level technical support challenges.
- Implementation of scalable customer success tracking tools to streamline warranty documentation, automated ticketing, and spare parts ordering logistics.
- Championing the customer experience by ensuring SLA (service level agreement) targets are consistently met or exceeded.
- Serve as the primary point of escalation for customer complaints or issues.
- Balance priorities around order shipments, inventory, and pricing.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
