Job Title:  Customer Service Manager

Summary of the possition

The Customer Service Manager will lead a team of Customer Service Representatives and oversees all daily operations of order entry, production planning, and logistics to ensure the optimum balance between meeting external and internal requirements.  The role is responsible for the supervision and the processing of customer orders, acknowledgements, returns, credits, debits, etc.  The Customer Service Manager is also responsible for timely and accurate updatesand requests for information regarding delivery, expedites, push outs and general order and process information. In addition, the role is responsible for supervising the demand planning function.  This role will report to the Director / Vice President of Sales.

Main Resposabilities

Creates and implements a customer service strategy around people, tools, and processes to improve responsiveness, lower transaction cost, and achieve optimum balance between meeting customer requirements and operational objectives.

Optimize existing as well as develop and implement new and improved tools and processes to achieve higher customer satisfaction through increased responsiveness and accuracy.

Provides team leadership and develops the Customer Service Representatives and supports in continuous improvement efforts as they relate to customer communication, order management, and demand planning.

Establishes and maintains strong relationships with customers, manufacturing plants, engineering, sales, distributors, manufacturers sales representatives, accounting, and administration through phone, email, and other correspondence involved in processing customer inquiries and orders.

Review of all incoming orders to ensure that the part number, quantity, product specifications and price are consistent with those stated in the quotation.

Order entry into order entry system.

Information to customer and Sales with regards to acknowledged ship dates as provided by the manufacturing plant(s).

Proactive communication of pull-ins or push-outs to Sales and the customers affected.

Work out discrepancies between the quote and purchase order with the customer and / or with Sales and obtain a revised, corrected copy of purchase order from customer.  

Perform customer relation duties on products sold by acting as a liaison between the customer, Sales, and the Company.

Expedite internal delivery on orders to meet customer delivery requirements. 

Coordinate with outside sales as appropriate. Forward copies of correspondence to Company sales staff, as well as the manufacturer representative sales force to enable them to follow up on quotes and service problems.

Keeps upper management informed about unusual situations or particularly large inquiries, changes in shipment, or delivery trends that may affect Company sales.  Escalate promptly and as necessary.

Adjusts complaints concerning billing, referring complaints of service failures to designated departments for investigation.

Plans, organizes, directs and runs optimum day-to-day operations of the planning / purchasing and warehouse functions to exceed our internal and external customers’ expectations.  Allocates resources effectively and fully utilize assets to produce optimal results.

Collaborates with Sales and customers to provide weekly updated Order forecasts for the month; monthly updates to quarterly and full-year Order forecast.

Experience & Skills

5 years minimum experience in various customer service functions.  Well-rounded background in warehouse, planning, and purchasing functions.
3- 4  years minimum experience as supervisor.
Proven track record of results

Bachelor’s degree in technical field, operations management, or in business administration.
Excellent communication skills both verbal and written in Spanish and in English.  Must have the ability to communicate clearly to customers as well as colleagues on the factory floor and those in management.
Ability to work independently and without daily supervision to achieve the agreed company objectives.
Commercial acumen and customer-service mindset.
Strong project management skills and practices.
Good understanding of information technology and use of Microsoft tools.
APICS certification or strong MRP / ERP background.
Experience with Oracle a plus.