Customer Service Manager POST NUMBER: 429208

ESSENTIAL FUNCTIONS:

• Direct, oversee, and coordinate the processing of sales orders, acknowledgements, and invoices, in accordance with established Sales/Marketing policies, processes, and procedures.
• Serve as the proactive “go-to” leader with all new and legacy customers and accounts including new business pipeline opportunities. Has an attitude focused on customer satisfaction at a profit and meeting sales and business goals—agile, adaptive and executes.
• Oversee and coordinate the shipment of goods to customers thorough cross functional collaboration with production, shipping, and the end customer. Ensure that customer deadlines and needs are met.
• Develop and implement Customer Service policies and procedures pertaining to new customer acceptance, customer management, customer satisfaction, and customer retention, etc. inclusive of compliance controls.
• Supervision of assigned Customer Service Account Management staff, to include establishment of individual and departmental priorities, goals and objectives; direction, guidance, and oversight of individual and departmental activities; staff development and training, and performance reviews of supervised personnel.
• Sets goals and expectations (KPIs) for CS team, including production, client relationships, and client satisfaction.
• Continually assesses the department, refining, developing and implementing processes and procedures accordingly.
• Responsible for development, implementation, and compliance with administrative policies and procedures for support functions provided to Company Administrative, Logistic and Sales/Marketing Services.
• Partner with Quality Team regarding customer complaints/RMA’s, completes all related documents, and communicates complaint closure details back to customer within specified time frame.
• Work with Finance team on, order invoicing, collections of past due invoices, over payments, price discrepancies, credits, and consignment settlement reports.
• Maintenance of ERP D365 Customer set up, pricing, and customer contracts.
• Monitor customer satisfaction surveys, customer complaints, complaint trends, and propose corrective actions both individually and with appropriate internal and/or external personnel. Responsible for non-performance failure analysis as required.
• Advise and provide input to Inventory Management and Purchasing teams pertaining to inventory levels and needs participate in monthly rolling forecast and Sales and Operations planning process.

KNOWLEDGE, SKILLS, AND ABILITIES:

• BA or equivalent experience in Business, Sales Management, Marketing, Communications, or similar discipline.
• 5 plus years’ experience and track record of success in sales, marketing role, or a customer service and support leadership role. Channel selling experience a plus.
• Experience at a high technology product development or manufacturing firm preferably in medical instruments and equipment, healthcare, biotech, electronics or manufacturing.
• Must have excellent computer operation skills with MS Word, Power Point and Excel.
• Proficient with CRM system and ERP systems, Microsoft D365 and Dynamics CE preferred.
• Ability to coordinate between departments, teams, vendors, and clients.
• Excellent oral and written communication skills; experience giving sales and company presentations, informational or status presentations to executive team members.
• Ability to work with minimal supervision in a dynamic, high paced environment and interface with inside and outside customers at all levels.
• May travel for client meetings, training sessions, trade shows, etc., as necessary.