Customer Service Manager

A Brief Summary Of This Position

The Customer Service Manager manages a team responsible for quotation, order workflow and customer service within the Valmont Lighting and Transportation product segment. The Manager is responsible for outstanding internal and external customer and business partner experience.

Essential Functions

• Select, onboard, manage, train, motivate, and evaluate team
• Develop and track performance and team goals and provide regular feedback
• Manage Project Administrators’ workflow directly and indirectly through metrics and maintain stated cycle times for quotes and order processing
• Manage all departmental planning which includes generating a yearly budget, providing alternative solutions to short and long-term departmental problems in terms of staff requirements, system upgrades, evaluation and implementation of new processes and/or procedures
• Recommend and implement solutions that will increase retention of current customers and acquisition of new customers
• Negotiate customer orders and contracts within standard guidelines and objectives to maximize profitability
• Effectively communicate to maintain a close working relationship with other departments to ensure the customer receives outstanding service and support
• Partner with the Engineering and Drafting teams in support of quote and order process management
• Assist engineering in managing drawing/calculation requests to ensure timely and accurate flow of information to meet or exceed customer expectations
• Deliver resolutions in a prompt, positive and professional manner, resolving any escalated issues
• Establish and maintain relationships between the factory and manufacturing representatives / OEM accounts to ensure each is informed of current pricing and order related policies
• Manage reporting process to oversee accuracy of the team performance and to minimize field problems
• Up to 30% travel, domestically/internationally including overnight stays

Required Qualifications Of Every Candidate

• Bachelor’s degree with 6+ years of relevant experience, Associates Degree with 8+ years of relevant experience or 10+ years of relevant experience
• Proficiency with MS Office
• Excellent communication skills, both verbal and written
• Previous experience handling escalated customer service responses
• Previous leadership experience managing a team with direct and indirect reports
• Analytical experience producing reports, presentations and communications for internal and external customers

Highly Qualified Candidates Will Also Possess These Qualifications

• Working knowledge of Universe, IFS, Jira, Salesforce
• Knowledge of Valmont product lines and production processes
• Knowledge of specifications, commercial contracts, terms and conditions
• Knowledge of Lean and agile methodologies and ability to apply Lean and agile techniques to problems and processes