Customer Service Manager

Great Day Improvements Manufacturing (Macedonia, OH) - Customer Service Manager

As of the Customer Service Manager (CSM) , you will be the voice of the division in their customer success role. The CSM must drive themselves and their team to have the commitment necessary to achieve a high level of success in their objectives. The ideal candidate for this role must have proven leadership, manufacturing acumen, a passion for people development, and a commitment to customer service.support the activities (day-to-day and development) of all individuals working within their designated area of responsibility.

Pay range: $90,000.00 - $100,000.00 per year

· Provide leadership, technical oversight, general direction, scheduling, decision-making, and problem-solving capabilities for themselves, their teams, and our customers.

· Interface with cross-functional organizational teams and key stakeholders to ensure that customer needs and regulatory requirements are met or exceeded.

· Keep abreast and identify new market trends and opportunities to leverage new / emerging technologies or products to provide a higher level of service to drive deeper account penetration and overall revenue growth.

· Serves as escalation point for customer issues ensuring they are resolved as quickly and efficiently as possible, leveraging resources across the division as necessary.

· Serves as a principal trainer for customers’ orders management using the ERP system (FeneVision),

· Cooperates and partners with Accounts Receivable, Logistics, Transportation, and Shipping to resolve any issues for customers, with the ultimate goal of on-time order delivery.

· On a daily basis, check backorders for direct reports to ensure timely processing.

· Cooperates with the Senior Manager on new initiatives and consistently identifies areas for improvement and development to meet future business needs.

· Meets regularly with the Customer Service Team to focus on KPIs; identifies opportunities for ongoing training; provides or facilitates development and skill-set enhancement training for team members; mentors and fosters the growth of team members.

· Direct supervise and evaluate the Customer Service team’s performance reviews and overall team effectiveness with upper management.

· Help the Customer Service team with challenging customer service issues.

· Improve current operational systems and processes to increase effectiveness and efficiency.

· Create and implement processes to eliminate errors, poor quality and/or time delays.

· Recruiting, hiring, onboarding, recognizing, and training (new and ongoing) employees.

· Interface with cross-functional organizational teams and key stakeholders to ensure that customers and regulatory requirements are met or exceeded.

· Participates in internal management meetings and other interdepartmental operations meetings.

· Other duties as assigned.

· Bachelor’s degree from an accredited four-year college or university in Business Management, Manufacturing, or related field.

· Five (5) plus years of customer service experience with increasing responsibilities or supervisory experience is required.

· Experience in a manufacturing environment preferred.

· Lean Six Sigma is a plus.

· Able to occasionally lift up to 20 lbs.

· Knowledge of customer needs assessments, meeting service quality standards, and customer satisfaction evaluation.

· Excellent verbal and written communication skills.

· Ability to Drive change, be action-oriented, persistent, and willing to put in more effort when encountering setbacks.

· Innovative customer service initiatives by analyzing data.

· Ability to multi-task.

· Ability to maintain composure under pressure.

· Detail-oriented individual with experience in customer service and data entry.

· Problem-solving and analytical ability as it relates to resolving customer issues.

· Use Critical thinking to identify strengths and weaknesses of solutions to problems.

· Strong computer background with a working knowledge of Microsoft Office packages, including Outlook.

· Ability to work independently without the need for daily direct management.

· Ability to lead a team and hold individuals accountable for advancing division and corporate goals.

· Financial budgeting and reporting

GDI is an Equal Employment Opportunity Employer

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