Manager, Customer Service

General Summary

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 onboarding process and standard work execution for all activities.

• Oversee 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)
• Provide team with clear understanding of responsibilities, competencies and expected results and feedback regarding performance
• Partner 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
• Review, track, and resolve customer issues (external) – Champion Salesforce complaints & coordinate organizational response with sales team
• Review, track, and resolve internal issues, involving others and implementing corrective actions, as required
• Handle complex and escalated customer service issues and oversee essential customer accounts as needed
• Maintain a focus and philosophy of continuous improvement in your team with an eye on providing an excellent Customer Experience; propose process and system improvements to enhance speed and quality of the CS function
• Champion, communicate, drive and reinforce appropriate change within the team
• Conduct self-following values and behaviors, ensuring alignment with the company’s purpose, core values and vision
• Train and onboard new associates, ensuring necessary support is provided
• Review requests for time away and ensure appropriate coverage from the team
• Organize, evaluate, revise and communicate service/delivery systems & procedures and ensure adherence from the team
• Develop and implement new policies and procedures as needed and ensure adherence from the team
• Develop and maintain training and documentation including the CSR Manual which will document all aspects of CSR role
• Develop cross functional training opportunities to improve internal departmental relationships
• Improve self and teams knowledge of INCO terms, NAFTA and Haz Mat requirements as well as Import/Export requirements
• Coordinate and manage customer service & logistics projects and initiatives
• Partner with Sales and Supply Chain Leadership to support and implement growth strategies
• Monitor accuracy of database information (customer notes, CSR assignment, Shipping notes, etc.)
• Analyze 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
• Conduct problem solving/root cause analysis activities to improve quality of service and productivity
• Provide customer specific insight (order patterns, health of customer relationship, etc.) as needed in the establishment of new Supply Chain and Sales initiatives
• Develop and maintain department budget, including overtime management

• Proficient in standard business office software, especially the JDE ERP system
• Excellent analytical, problem solving and organizational skills
• Excellent oral and written communication skills
• Proven ability to think independently and handle multiple projects through to completion
• Demonstrated ability to lead and manage staff
• I…