Position Description 

Supervise and coordinate the activities of the Customer Service department. Interact with customers, sales managers, manufacturer’s representatives, and internal departments to facilitate the order fulfillment process. Identify and implement processes that ensure the highest level of customer service is achieved.

Essential Duties and Responsibilities include

·               Supervise Customer Service/Order Entry team

·               Answer incoming and escalated customer calls.

·               Address and provide input regarding product shortages, production scheduling, and logistics issues

·               Resolve customer issues with tact and diplomacy to ensure future business relationships are maintained  

·               Maintain strong and productive relationships with support areas.

·               Maintain proper dialogue and liaison with customers to resolve

·               Act as primary point of contact to all customers on issues such as acceptance of contracts, out-of-scope efforts, and disposition of non-conforming parts.

·               Actively assist in the daily function of the Customer Service department

Education and Skills

·               Minimum 5 years of managing a customer service team

·               Full understanding and experience with all aspects of the customer service discipline

·               Demonstrated leadership skills with the ability to successfully develop, maintain, and motivate a high-performing team 

·               Strong interpersonal skills and the ability to effectively interact with customers, staff and other members of management

·               Detail-oriented, possessing excellent multi-tasking abilities, and excellent oral and written communication skills

·               Proactive and consistent communication of policies and objectives

·               Rapid response and resolution to customer complaints; ability to be an objective advocate of the customer

Salary and Benefits

·               Salary commensurate with experience

·               401K, paid holidays, paid vacation