Customer Service Manager (50328)

About the role

The Customer Service Manager at Cleveland Range leads the customer service organization and drives a customer-focused, responsive attitude through to the end user of the market. This role fosters communication with the production scheduling team to ensure orders are entered and processed timely to meet customer needs. The manager also collaborates with cross-functional teams to identify opportunities for process improvements and implement solutions to optimize the customer experience.

Responsibilities

• Fosters communication with the production scheduling team to ensure orders are entered and processed timely to meet customer needs.
• Promote cohesion between the Customer Service team and production scheduling team by educating the Customer Service team on production constraints and lead times.
• Maintain / Develop meaningful metrics and ensure goals are met.
• Lead customer service group to ensure the execution of sales order entry and order management to meet all business requirements including headcount, budget, accuracy, cost, responsiveness, and timely resolution.
• Foster continuous Improvement culture to allow the organization to streamline activities and optimize the experience with the customer.
• Identify and escalate unresolved customer concerns or operational issues to the proper individual or department.
• Collaborate with cross-functional teams to identify opportunities for process improvements and implement solutions to optimize customer experience.
• Collaborate with the shipping and warehouse personnel to minimize freight costs while balancing on-time delivery.

Requirements

The ideal candidate must have a high sense of best-in-class customer service and the personality to help others. They must be flexible and willing to adjust solutions and working hours to customer expectations with a strong sense of urgency. Excellent organizational and interpersonal skills with the ability to connect and communicate with different audiences are essential. Strong knowledge of Cleveland products, Logistics processes, and QADEE/ERP system knowledge is preferred. Proficiency in Microsoft Office software including Outlook, Excel, Word, PowerPoint, and Teams is required.

Qualifications

• Specialized Skills, Knowledge, and Abilities: High sense of best-in-class customer service, flexibility, strong organizational and interpersonal skills, knowledge of Cleveland products, Logistics processes, and QADEE/ERP system, proficiency in Microsoft Office software.

Skills

Strong knowledge of Cleveland products, Logistics processes, and QADEE/ERP system knowledge preferred. Proficient in the use of Microsoft Office software including Outlook, Excel, Word, PowerPoint, and Teams.

Benefits

Competitive wage, Healthcare (medical, dental, vision), 401(k) savings plan, Wellness Program, Supplemental Health Plans, Employee Assistance Program, Training and Development, Tuition Assistance, Holiday Pay opportunities, Employee discounts, Paid Time Off (PTO), On-the-job training and skills development, Basic Life Insurance, Leave Program.

Pay

$80,000 - $100,000 per year

Schedule

Not specified