Customer Service Manager

Overview

As the Customer Service Manager at Midland Manufacturing, you will be responsible for overseeing and improving the customer service systems and processes at the company. This includes reviewing, developing and implementing customer service policies and practices, as well as initiating best practices among the customer service team. Additionally, you will be responsible for leading, motivating and coaching the Customer Service Representatives, ensuring that required service volume and quality levels are attained.

• Review, develop, and implement customer service policies and practices for the Midland site
• Determine customer requirements and expectations in order to recommend specific products and solutions from Midland's product base
• Initiate best practices among the customer service team
• Lead, motivate, and coach Customer Service Representatives
• Accurately and promptly process customer transactions such as new orders, quotes, or return orders
• Provide accurate and timely information regarding product availability, pricing, and company policies
• Keep customers informed about their processed orders, including any updates on ship dates or delays in shipments
• Maintain customer order records and file them accordingly
• Manage time effectively, meeting personal goals and working well with other members of the Customer Service team and various other departments
• Meet all deadlines for assigned tasks and delegated projects, as assigned by the Customer Service manager
• Answer all incoming phone calls and respond the same day to voice messages, forwarding calls as needed
• Maintain a professional image at all times with customers, visitors, and coworkers
• Ensure compliance with all quality regulations, standards, and corporate policies, including AAR M-1003 for your assigned department

• Exceptional attention to detail and organizational skills
• Ability to effectively problem-solve
• Excellent communication, interpersonal and customer service skills
• Ability to facilitate activities necessary to a project’s completion
• Ability to read, write, verbalize and comprehend instructions and correspondence in English
• Ability to effectively present information in one-on-one and group situations to customers, clients, and other team members
• Conflict resolution skills
• Must have mathematical skills equivalent to those required under degree requirement

• Provides direct supervision and coaching for Customer Service Representatives defining roles and responsibilities within the area and effectively delegating work within the team
• Carries out supervisory responsibilities in accordance with the organization’s guidelines, procedures and policies plus applicable laws
• Supervises a team consisting of Customer Servcie Representatives and is responsible for employee performance management and professional development
• Develop and implement initiatives to achieve excellence in team support and service to manufacturing and other operations
• Creates and maintains an environment of innovative continuous improvement, focusing on safety, quality, delivery, process development and cost reduction
• Establish standards and compliance for safety and environmental compliance from team members

• High School diploma; associate degree or higher preferred in related discipline
• 5+ years of directely experience with demonstrated leadership in a servcie oriented role
• Excellent interpersonal, communication, and customer service skills – well developed verbal and written communications, which demonstrate a high level of knowledge and expertise
• Strong analytical and problem-solving skills
• Demonstrated ability to supervise, coach and guide others

• This position is performed in a manufacturing environment and office environment. May be exposed to loud operating machinery, cold temperatures, chemicals, and vapors
• May require a combination of sitting, standing, and walking
• May require use of Personal computer, fax machine, copy machine, other office equipment, Microsoft 365 suite.

Benefits for this position include: a 401(k) savings plan with employer contributions; medical, dental and vision insurance; wellness programs; health savings account, health care and dependent care flexible spending accounts; company paid short-term disability and long-term disability; company paid employee basic life and AD&D insurance; supplemental employee and dependent life insurance; optional accident, hospital indemnity and critical illness insurance; adoption, surrogacy, and fertility benefits and assistance;

commuter benefits; parental, military, jury duty, and bereavement leaves of absence; paid time off, including 10 paid holidays per calendar year; paid vacation days beginning at 120 hours annually; 40 paid sick leave hours annually or as provided under state and local paid sick leave laws; tuition assistance is available; business travel…