Manager, Customer Service

Description

• The Manager, Customer Service will champion the company’s newly implemented customer service workflow system
• Field incoming customer requests for order and contract status and provide responses in a timely manner via written correspondence and telephone contact.
• Enter and oversee customer orders and confirm order receipt and delivery dates with customers which entails responses from internal organizations which must be managed with ferocity.
• Drafts, implements, and executes policies and procedures to facilitate a quality customer service experience.
• Establish performance metrics for the customer service team
• Manage various customer portals and monitor the portals for incoming orders
• Monitor and complete all representations and certifications (reps & certs) required by our customers
• Work with all internal functional managers (from Production, Quality, and Engineering) to develop a cohesive response to customer requests for order status, order changes, and schedule expedites.
• Effectively manage the contract review and sign-off process

• Ability to work independently and have highly professional verbal, writing and interpersonal skills
• Exceptional collaboration skills
• Extremely tenacious and relentless to closeout customer required actions as effectively and expeditiously as possible
• Comfortable with exposure to highly confidential information
• Willing, enthusiastic, and proactive in taking on tasks of any nature to balance the workload of others throughout the organization. Willingness to be the customer’s “champion” inside the organization.
• Strong Excel, Word, PowerPoint and Microsoft Office skills
• Willingness to learn other software tools to continue to progress professionally
• Previous experience in a high-level Customer Success role is required
• Highly professional and mature attitude
• Extremely organized with high attention to detail
• Experience with ERP systems in a manufacturing environment preferred (in particular, job shop or contract manufacturing experience).
• Experience and familiarity in US government contracting FAR requirements and business terms and conditions preferred.
• US Person required for DoD work
• College degree with a technical discipline or equivalent experience preferred.
• Limited travel required to sync up with other kSARIA divisions to ensure uniform customer experiences.
• Onsite position
• No relocation offered

PM19

kSARIA is an Equal Opportunity Employer/Disabilities/Veterans