Customer Solutions Manager (OEM)

Company : Solve Img

Job Type : Full Time

Charlotte, Nc

Number of Applicants

000+

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Job Description - Customer Solutions Manager (OEM)

Solve Industrial Motion Group strives to be the trusted source for engineered bearings and power transmission solutions. Supported by a diverse range of products within Solve’s brand portfolio and our unmatched technical expertise, we have over 100,000 ready-to-ship components. At Solve we innovate with ambition, offering custom solutions in a wide range of applications. We obsess over our customers, leveraging our nationwide network for industry leading product availability, and best-in-class customer service. Our engaged team leads with integrity, and unites with purpose, driving toward innovation and continuous improvement every day.

POSITION DESCRIPTION: Reporting to the VP of Sales (OEM), the Customer Solutions Manager is responsible for supporting Solve’s customers by offering thoughtful and knowledgeable solutions to satisfy their inquiries and trouble-shoot any product issues. In this “Player-Coach” role, under the guidance of the VP of Sales (OEM), the Customer Solutions Manager will assist with the supervision, training and development of other Customer Solutions Specialists. The Customer Solutions Manager will thrive in this role by exercising their expert-level product knowledge and best-in-class customer service skills to consult with our customers and identify the most optimal product recommendations to satisfy their business needs. Working in tandem with the OEM Sales Team, they will serve as the internal support to ensure the sales life cycle for our customers is seamless.

RESPONSIBILITIES:

Provide best-in-class service by listening attentively to customer’s needs, and effectively communicate the best applicable solution via phone or email
Create OEM Customer Solutions SOP’s, while working in sync with Customer Solutions Specialists to provide training, guidance and resources for all Solve processes, and procedures to operate as a high-performing team
Communicate any process improvement, or process implementation recommendations to the VP of Sales (OEM) for heightened efficiency, accuracy and customer service opportunities for the team
Efficiently respond to customer inquiries regarding: price quotes, related shipping charges and delivery dates, order adjustments, returns, credits or shipment tracking
Partner closely with the OEM Sales Team to gain pertinent customer information to be the most qualified resource for any sales support related needs
Communicate and collaborate with other internal departments to collectively identify the best solutions for our customers
Create processes for newly identified vertical markets
Establish customer relationships with a consultative approach and utilize technical product knowledge to assist in providing them direction with their product selection, as well as advising them on future forecasting of products
Train and utilize Customer Solutions Specialist’s resources to set up client accounts in our CRM, and maintain and update all necessary client information

QUALIFICATIONS:

High School Diploma, or equivalent
2+ years of customer service experience
3+ years of leadership or management experience
Intermediate experience using Microsoft Office Suite

PREFERRED QUALIFICATIONS:

1+ Year of technical training or equivalent industry experience
Previous customer service experience

OUR EMPLOYEE VALUE PROPOSITION:

Market competitive benefits package, including company-sponsored health coverage, life insurance, 401(k) plan with company match, paid parental leave and paid time off
Work in a collaborative environment with passionate and innovative teammates

Solve is proud to be an Equal Opportunity Employer and prohibits discrimination or harassment of any kind. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, pregnancy, national origin, ancestry, citizenship status, age, marital or partnership status, sexual orientation, gender identity or expression, disability, genetic predisposition, veteran or military status, status as a victim of domestic violence, a sex offence or stalking, or any other class or status in accordance with applicable federal, state, and local laws.

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