Customer Service Manager

Reporting to the Plant Manager this position requires a technical background to effectively understand and address the technical queries and requirements of our customers.

This position is the primary internal customer contact and support for field personnel and follows from quote to final shipment of product to customer.

• Manages the Customer Service team to ensure accuracy and timeliness of completed work
• Manages the performances of the CS team through regular check-ins, annual reviews, and other performance related discussions
• Analyze financial data by collecting, monitoring, and creating financial models for decision support
• Prepares all quotes, vets PO, ASE’s data sheet and creates Factory Order for production as required by the customer. Makes sure all information and updates pertaining to the production of the customer’s product is communicated to the ASE and customer.
• Assists customers and ASE’s in selection of roll material, or compound for the cover application.
• Scheduling and managing the goods during transit, including loading, unloading, and ensuring compliance with regulations.
• Responsible for communicating customer needs to Sales Field, Planning, Warehouses, and other Departments as needed.
• Handles and process Customer complaints, returns and allowances.
• Provides updates to customers on the status of their rolls in production while maintaining excellent communication skills.
• Handles the more technical or complex service questions from customers and applies judgment in resolving service or technical problems falling within established limits of authority and knowledge.
• Track shipments and proof of delivery as required.
• Maintain Estimated Sales Dates and Requested Dates on each order to assist in Inventory Management for assigned territories
• Prepare Customs Documentation as required for shipment of pieces to Canadian Customers

• Education:
  
  High School Diploma, Associates Degree beneficial but not required
• Experience:
  
  3-5 years of relevant customer service experience in a manufacting environment preferred.
• Technology proficiency is essential, advanced Microsoft skills are preferred.
• Word processing and spreadsheet software, as well as some accounting knowledge required.
• Possess sound judgment, customer service skills, communication, problem solving, and organizational/scheduling skills.
• Ability to prioritize effectively and multi-task