Division Customer Service Manager

Position Summary

We are looking for an experienced Customer Service Manager to lead our customer service operations and ensure a seamless and satisfying experience for our customers. This role is critical in aligning service delivery with the Division’s strategic goals by managing the end-to-end order management process. You will collaborate closely with customers, production, supply chain, and sales teams to maintain high service standards, drive operational excellence, and foster continuous improvement.

Responsibilities

• Manage the daily customer service department workflow to ensure a positive customer experience is provided and company goals are met.
• Act as a process owner for all order management procedures including order entry and scheduling changes, account maintenance and export compliance.
• Improve customer service productivity and quality results by evaluating and re-designing processes, establishing and communicating service metrics, monitoring and analyzing results and executing changes.
• Implement new customer service software solutions when deployed by the corporate offices including ERP system changes, service request software, eChat software, and any other appropriate solutions.
• Intervene in and directly manage challenging customer situations through research, effective communication, and any other suitable means necessary to resolve outstanding issues.
• Manage critical Customer Experience related metrics including LTR (Likelihood to Recommend), TTA (Time to Acknowledge) and TTR (Time to Resolve).
• Review historical data and engage with team members to drive improvements to these metrics to achieve first quartile performance.
• Develop and maintain the customer service strategy and corresponding annual team goals and implement related improvement actions.
• Responsible for the recruitment, selection and development of customer service team members.
• Responsible for leading the division’s contract management process. This includes initial review of proposed contracts and coordination between sales, supply chain, quality and Corporate Legal to finalize contract content.

Qualifications

• Minimum of 5 – 7 years experience in a manufacturing environment including time in a supervisorial and/or managerial role within customer service.
• Experience in a Business-to-Business environment preferred.
• Analytical and technical skills required to understand business practices and processes.
• Intermediate to advanced software skills including Microsoft Excel, Power BI and Customer Relationship Management (CRM) software with Salesforce experience a plus.
• General ERP system knowledge including Electronic Data Interchange (EDI) process and formats.
• Excellent written, verbal, and interpersonal communication skills for effective interface with all internal and external contacts.
• Knowledge of export compliance laws and processes.