Manager, Customer Service

Customer Service Manager

The Customer Service Manager is responsible for leading the daily operations of the Customer Service and Order Entry functions, ensuring exceptional service delivery and efficient order management for distributors and customers. This role oversees all customer-facing order processing activities, including order entry, expedites, pricing and delivery inquiries, returns, credits, reporting, and distributor program administration.

Essential Responsibilities:

• Manage daily operations of Customer Service, and Order Entry
• Supervise the handling of:
  Incoming Distributor/Customer phone calls, e-mails and other communications;
  Processes incoming purchase orders;
  Order expedites;
  Verify and issue customer credits;
  Process and initiate Return Merchandise Authorizations;
  Price and Delivery Inquiries;
  Update standard and Special product pricing;
  Basic Product Specification information / Catalog;
  Order Acknowledgements;
  Ship Reports;
  Open Order Reports;
  Computation of Distributor Discounts;
  Freight Methodology changes
• Responsible for HR functions including interviewing, hiring, training, performance appraisals, motivation, performance improvement and conflict resolutions.
• Successfully develop, mentor and lead cross functional teams.
• Implement tools and facilitates text formatting and file conversion and transfer.
• Perform margin analysis for the purpose of quoting new and existing products
• Interface with customers to fully understand their particular application for the purpose of developing and designing an application specific solution and providing technical assistance.
• Performs troubleshooting duties associated with Oracle Applications.
• Other duties as assigned

Management responsibilities include:

• Personnel:
  Reviews – Corrective Actions – Etc.
• Ensure all orders/requests are processed
• Generate and review Daily Unbooked Orders Report
• Confirm and book all Credit Requests
• Train and Guide CSR's
• Mediate between Outside Sales and Inside Sales – Customer Service
  - Manufacturing – Accounting – ASET – Engineering
  - Shipping
• ERP Maintenance and Upkeep
• Review/Update Department Policies/Procedures
• Participate in reporting out to Site & Executive Leadership teams
• Inform customer of unit prices, shipping date, anticipated delays, and any additional information needed by customer. Edits orders received for price and nomenclature. Receives and checks customer complaints.
• Confer with other operations and planning staff on production, sales, shipping, warehouse, or common carrier personnel to expedite or trace missing or delayed shipments.
• Estimates date of delivery to customer, based on knowledge of own firm's production and delivery schedules.
• Build and maintains customer relationships.
• Promote teamwork among team members and internal customers.

• Bachelor's degree in Business or Engineering (preferred) or equivalent from a 4-year college/university OR 4-8 years related experience and/or training OR equivalent combination of education and experience
• 4-8 yrs experience in a Customer Service operation (preferrably in a technical setting)
• Effective leader and communicator (internal and external)
• Proficient in MS Office products
• Strong problem-solving skills and willingness to learn new technologies and processes.
• Ability to work collaboratively in a cross-functional team environment

We aim to pay our 'ITT'ers' fairly and competitively in the locations that they live and work. Pay-for-performance is a principle that we believe in, and employees are rewarded based not only on 'what' they accomplish, but also on 'how' they reflect ITT's values. ITT offers a competitive salary and robust total rewards package, such as health insurance, 401(k), short and long-term disability, paid time off, growth and developmental opportunities, and other incentive compensation programs.

Specific benefits are dependent upon whether or not the position is part of a collective-bargaining agreement. The salary offered to a candidate is based several factors such as candidate experience and qualifications, location, as well as market and business considerations.

$101,600 - $135,000