Manager, Customer Service

Manager, Customer Service

The Customer Service Manager oversees the daily execution of the order-to-cash processes. You will manage and coordinate the customer service activities for the region – The Americas. You will ensure efficient and accurate order management You will be an advocate for the customer through the order fulfillment process from order entry to shipping and invoicing. You will interface with the Operations, Supply Chain and Planning teams to ensure customer needs are met.

In addition, you will partner with the sales team to ensure the overall customer experience is positive and aligned with our Michelman values. Finally, you will drive excellence in the team ensuring the team is capable through a disciplined on boarding process and standard work execution for all activities.

Primary responsibilities include overseeing the daily execution of the Order-to-Cash and deliver processes associated with the Customer Support Team, including order entry and validation, order confirmation, and coordination with internal teams (sales, warehouse, logistics); providing team with clear understanding of responsibilities, competencies and expected results and feedback regarding performance; partnering with the Commercial and Sales Teams to ensure alignment on customer experience expectations and to ensure transparent communication on customer related issues including but not limited to communications on obsoleted products or lead time changes;

reviewing, tracking, and resolving customer issues (external) – Champion Salesforce complaints & coordinate organizational response with sales team; reviewing, tracking, and resolving internal issues, involving others and implementing corrective actions, as required; handling complex and escalated customer service issues and overseeing essential customer accounts as needed; maintaining a focus and philosophy of continuous improvement in your team with an eye on providing an excellent Customer Experience;

proposing process and system improvements to enhance speed and quality of the CS function; championing, communicating, driving and reinforcing appropriate change within the team; conducting self-following values and behaviors, ensuring alignment with the company's purpose, core values and vision; training and onboarding new associates, ensuring necessary support is provided; reviewing requests for time away and ensuring appropriate coverage from the team;

organizing, evaluating, revising and communicating service/delivery systems & procedures and ensuring adherence from the team; developing and implementing new policies and procedures as needed and ensuring adherence from the team; developing and maintaining training and documentation including the CSR Manual which will document all aspects of CSR role; developing cross functional training opportunities to improve internal departmental relationships; improving self and teams knowledge of INCO terms, NAFTA and Haz Mat requirements as well as Import/Export requirements;

coordinating and managing customer service & logistics projects and initiatives; partnering with Sales and Supply Chain Leadership to support and implement growth strategies; monitoring accuracy of database information (customer notes, CSR assignment, Shipping notes, etc.); analyzing relevant data to determine team outputs (orders per CSR/Sales rep, etc.) to optimize territory assignments; responsible for monthly OTIF problem solving and root cause analysis for customer service related misses and provide monthly input to the Supply Chain Leadership to incorporate in monthly S&OP and S&OE meetings;

conducting problem solving/root cause analysis activities to improve quality of service and productivity; providing customer specific insight (order patterns, health of customer relationship, etc.) as needed in the establishment of new Supply Chain and Sales initiatives; developing and maintaining department budget, including overtime management.

Critical competencies, knowledge, skills, and abilities include proficiency in standard business office software, especially the JDE ERP system; excellent analytical, problem solving and organizational…