Customer Service Manager

Job Title: Customer Service Manager

Hours: 7:30 am - 4:30 pm, Monday-Friday, hybrid flexibility possible

Compensation: $85,000 plus 10% bonus 

Location: Irwin, PA

Direct hire

Internal Job ID: 10025821

Job Requirements:

Year(s) of Experience: 4-5 years of customer service management experience, ideally someone who oversaw 2-3 direct reports

Education:  Bachelor's Degree preferred

Additional :

• Proficiency in MS Office, Outlook
• Salesforce and SAP experience are a plus

Essential Duties And Responsibilities

This position is responsible for the Customer Service team including overseeing incoming orders, creating standard quotes, and supporting the Sales and Service Departments. Will also perform additional assignments, duties, and responsibilities as may be requested by management.

Role & Responsibilities:

• Manage the day-to-day activities of the Customer Service Team
• Manage SAP quotations for spare parts, consumables, tooling, contract services, etc. by working with customers and internal partners.
• Participate in capital equipment kickoff meetings and assist with equipment installation, service scheduling, and Salesforce data entry.
• Analyze aftermarket sales data trends to identify shifts in customers’ use of products. Assign customers to the sales team for install base management utilizing Salesforce.
• Provide monthly forecasts of aftermarket sales by segment: media, spares, cathodes, tooling, and service.
• Manage the customer service team metrics for ISO quality management.
• Support the Managing Director with special projects as requested.
• Manage the Customer Feedback process.
• Complete Customers’ Supplier Survey forms
• Manage the continuous update of  Salesforce.com with machine serial numbers that are active/inactive, equipment ship date, sales data, etc.
• Facilitate cross training for internal customer service reps for adequate coverage during vacations and training.
• Assist the service manager with scheduling the service technicians cross training initiative.

Qualifications and Education Requirements:

• High school diploma or equivalent. Business School, preferred
• Customer Service/Internal Sales experience, preferred
• High proficiency in MS Office
• Experience using SAP, preferred
• Strong interpersonal, organizational, and problem-solving skills
• Self-starter, with ability to work with limited direction in an office setting
• Excellent written and verbal communication skills
• Able to understand machine tools and machine tool components
• Ability to follow tasks through completion efficiently and effectively in a fast-paced environment.
• Able to comprehend and follow ISO procedures and processes relating to job performance and quality.
• Team Player / Team Builder, with ability to work with all levels of employees from different functions.

Addison Group is an Equal Opportunity Employer. Addison Group provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Addison Group complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. Reasonable accommodation is available for qualified individuals with disabilities, upon request.