Customer Service Manager B2B

Responsibilities

• Lead and manage a small team of people engaged in Customer Service and Warehouse Distribution activities.
• Own the full Customer order process from offer creation (quote), sales order management, complaint management, receiving, picking, shipping.
• Own and satisfy customer inquiries; guiding customers in product selection, pricing, availability, order status.
• Escalate inquiries to appropriate technical resources in the extended organization while ensuring rapid resolution and feedback to the customer when required.
• Cookordinate and ensure resolution of all interdepartmental flows of documents and information.
• Cookordinate and align the entire Customer service flow seamlessly across multiple systems (ERP/CRM/CPQ).
• Drive Service business flows to exceed customer turnaround time expectations; issuing RMA#, producing repair quotations, certificates, and dispatch.
• Improve Customer Service and Distribution processes by identifying bottlenecks, designing solutions/processes and balancing resource levels/skills as required.
• Set monthly, weekly and daily team objectives/KPIs to support on-time delivery (OTD) and reduce customer complaints.
• Support sales activities including contacting existing customers and new leads to drive sales of new products and services for existing customers.

Requirements & Skills

• Minimum 8 years of front office and B2B (business to business) customer support experience in a technical environment with at least 5 years in a managerial position.
• Proficient in Microsoft Office suite.
• Accountability and personal organization are essential.
• Good administrative, organizational, and problem-solving skills.
• The ability to multitask, work in a fast-paced environment, and meet deadlines.
• Effective communication with clients to foster positive business relationships and also with colleagues at different locations.
• Good team development and leadership skills.
• Experience working with brand image and promoting value through customer experience.
• Business fluency in Spanish language, great written and verbal communications skills is preferred.
• Associates degree minimum in the field of Business, Marketing, or Engineering preferred.
• Proficient in using ERP/CPQ/CRM systems (QAD experience advantageous).

Pay

$70,000.00 - $80,000.00 per year

Benefits

• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Experience Level

8 years

Shift

8 hour shift

Weekly Day Range

Monday to Friday

Job Type

Full-time

Relocation

Ability To Commute/relocate Langhorne, PA 19047: Reliably commute or planning to relocate before starting work (Required)