Customer Service Manager

Responsibilities

• Serve as the primary contact for customers throughout their motor repair experience.
• Develop and train the customer service team on customer service best practices, communication skills, product knowledge, and problem-solving.
• Oversee daily operations of the customer service department.
• Communicate with customers in all aspects.
• Research and communicate with IPS vendors on parts and part delivery.
• Achieve financial targets set out by the Annual Operating Plan (AOP).
• Develop and present quotations and technical and commercial proposals to customers.
• Review customer purchase orders for accuracy and compliance with quotation.
• Help mediate critical issues with customers.
• Ensure that all customer requirements, such as inspections, data collection, and delivery of materials, are being met.
• Lead efforts to improve key customer-facing metrics (time to quote, approval to ship, and ship to invoice) as well as key IPS metrics (margin performance vs. work plans, labor utilization, direct and indirect costs).
• Determine the most efficient repair pricing for customers.
• Review mechanic tear-down sheets to provide customers with the best possible pricing while achieving the best possible margins for the service center.
• Order non-stock parts and determine their cost.
• Research historical pricing to determine the right price to win repair jobs.
• Collaborate with the sales team to adjust pricing where necessary.
• Price Field Service jobs on a time and materials basis.
• Input pricing for completed jobs and prepare them for accounts receivable (A/R) to generate invoices.

Qualifications

• Technical background with electrical and/or mechanical products preferred.
• 3 or more years of customer service experience in an industrial environment or equivalent education preferred.
• Excellent interpersonal skills, including the ability to build rapport with current and potential customers.
• Critical attention to detail.
• Excellent communication skills, both oral and written.
• Ability to understand, perform, and retain various job-related training.
• Flexible with hours, overtime, and some weekend work.