The Customer Service Manager will be responsible for ensuring flawless execution of our order to delivery. The company is a custom niche manufacturer. Customer service is responsible for providing quotes, taking orders and tracking/coordinating multi-step manufacturing process for delivery of high quality product within tight time frames   The Customer Service manager will provide leadership in three key areas including order management, customer logistics, and customer collaborative planning.

Principal Accountabilities

·                    Work with customers and our internal functional areas to identify, evaluate, and implement profitable, customer-focused supply chain solutions.

·                    Create, implement and manage innovative supply chain programs with account teams.

·                    Develop, implement and ensure compliance with Customer Service policies and procedures.  Drive order optimization behaviors with trading partners.

·                    Provide input on customer needs ensuring they are reviewed and acted upon.

·                    Establish the optimal organizational design to achieve Customer Care objectives.

·                    Empower Customer Service associates to work within a self-managed environment.

·                    Develop staffing and succession planning strategies, leverage diversity, and build trusting relationships to meet the current and future needs of the Customer Service team and the organization.

·                    Recruit, train and motivate a high caliber, technically strong, customer focused work group.

·                    Provide on-going feedback and coaching to enhance associate performance.

·                    Create long-term development plans for all associates to prepare individuals for new responsibilities. 

·                    Drive continuous improvement programs for all key functional processes.
 
 
Mission Critical Competencies

·                    Excellent communication and presentation skills

·                    Strong influencing skills and the ability to interact with all levels in the organization

·                    Strong project management skills, demonstrated ability to plan, organize and manage projects to deliver the agreed outcome.

·                    High degree of personal learning, to continually explore new and innovative ways to train associates.

·                    Strong leadership skills, must be able to develop common goals and inspire others.

·                    Self Starter

·                    Ability to manage and facilitate effectively a team of associates.

·                    Results driven.