Customer Service Manager

Posted: 24/02/2020Location: USA, Winston Salem

The right leader for this role is an experienced Customer Service Manager that provides and ensures excellent customer service levels promoting this idea throughout the BekaertDeslee North America organization. Top priorities are: developing and recommending Customer Service policies and procedures, keeping the department running in an efficient and profitable manner, increase customer satisfaction, loyalty and retention of Customer Service Reps (CSR), and to ensure all of them meet their daily, weekly and monthly customer targets for Errors, Response time, and reliable order processing as well as quality communication over email, telephone and in person. In parallel She or He will ensure that the department is consistently fulfilling customer requirements and Sales expectations.

Main responsibilities and Key Result Areas:

• Improve customer service experience, create engaged customers and facilitate organic growth and growth opportunities to the North America business

• Take direct ownership of customers issues and follow problems through to resolution • Set a clear mission and deploy strategies focused towards that mission (96% Fill Rate / 96% On Time)

• Distribute Customer accounts and assign division of labor within the department • Connectivity link amongst Sales, Planning, Manufacturing, Distribution, Samples, Procurement, AR and AP

• Develop service procedures, policies and standards & maintain a trained organization at all times

• Ensure an effective Order Entry and Order Maintenance process driving the migration of customers to our Electronic Data Interchange (EDI) platform and supervising that orders’ status is timely updated

• Work closely with Planning to understand the relationship between Sales Orders against production capacity, to prioritize production and/or shipping, and to take action to allocate capacity per Sales leadership direction if required • Keep accurate records and document customer service actions and discussions

• Analyze information via statistics and compile accurate reports to drive sound business choices

• Applies experienced judgment in the interpretation and application of identified policies and procedures (standard work). • Recruit, mentor and develop Customer Service Reps and Sales Support Coordinators; nurture an environment where they can excel through encouragement and empowerment

• Provide recognition of accomplishments and offer constructive counseling when necessary as it relates to achieving department excellence

• Cross train associates in all processes and customer nuances

• Be constantly in touch with Customer needs and Sales requirements and make the right connections of ideas to better service these two groups

• Keep ahead of industry’s developments and apply best practices to areas of improvement • Understand and use company tools such as; BI reports. financial reports, inventory reports, scheduling system, productivity, ordering , and business information systems

• Control resources and utilize assets to achieve qualitative and quantitative targets

• Adhere to and manage the approved budget

• Maintain an orderly workflow according to priorities

• Adheres to all company guidelines, policies and standard practices

• Performs all other duties as assigned

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