Manager, Customer Service

About the role

This is an opportunity to drive process improvement and to be an agent of change, while simultaneously managing and mentoring an inside customer service team of a multi-million-dollar electronics manufacturing business.

Responsibilities

• Provides supervision, direction, and training of subordinate staff in sales administration.
• Confers with Regional Sales Managers and Product Line Managers to resolve problems with sales orders or customer service.
• Provides direct support to both our domestic and international customers.
• Responsible for creation, maintenance, and achievement of KPI’s for quoting, order entry and customer service teams.
• Captures and coordinates with Operations to expedite orders and resolve customer service problems.
• Manages and maintains contract renewal status with sales partners and representatives.
• Oversees the work activities of customer service representatives to ensure optimum results from customer requests and opportunities.
• Responsible for directing and coordinating the processing of sales orders.
• Seeks opportunities to modify the sales administration processes for improved efficiency and effectivity; leads change management when appropriate.
• Performs day-to-day problem solving.
• Maintain customer portals to address issues impacting Supplier Score Cards.
• Partners with Operations, Quality, and Global Trade Compliance to identify and resolve issues that impact order fulfillment and customer satisfaction.
• Participates in development of and responsible for attainment of annual budget and resource plan.
• Leads, directs, and reviews the work of direct report(s) who exercise latitude and independence in their assignments.
• Manages team to appropriately determine ultimate end-user compliance with export regulations for new orders.

Requirements

• Bachelor’s Degree and minimum 9 years prior related experience or Graduate Degree with a minimum of 7 years of prior related experience, supervising sales and/or customer service staff, preferably within a high-tech manufacturing defense industry environment.
• Must possess intermediate or higher Microsoft Office skills and have ability to learn and acquire high level proficiency with job specific software applications.
• Must possess excellent communication skills with ability to exchange information and interface effectively with employees and/or customers clearly and concisely.
• Must have the ability to work with international customers and have sensitivity to unique requirements they may have.
• Good skill level in working cross-functionally
• Strong Attention to detail
• Highly responsive to customer requests/inquiries
• Experience working in defense/aerospace companies serving both domestic and international customers.

Qualifications

• Bachelor’s Degree and minimum 9 years prior related experience or Graduate Degree with a minimum of 7 years of prior related experience, supervising sales and/or customer service staff, preferably within a high-tech manufacturing defense industry environment.
• Must possess intermediate or higher Microsoft Office skills and have ability to learn and acquire high level proficiency with job specific software applications.
• Must possess excellent communication skills with ability to exchange information and interface effectively with employees and/or customers clearly and concisely.
• Must have the ability to work with international customers and have sensitivity to unique requirements they may have.
• Good skill level in working cross-functionally
• Strong Attention to detail
• Highly responsive to customer requests/inquiries
• Experience working in defense/aerospace companies serving both domestic and international customers.

Skills

• Leadership ability
• Cross functional communications
• Problem solving skills
• The willingness to challenge norms to seek ways to improve the functioning of the department and the overall business.
• Communicates within and outside of organization to explain and influence changes to policies, practices, or approaches.
• Determines if internal organization can meet customer requirements.
• Reviews Terms and Conditions (T&C's) and Federal Acquisition Regulation (FAR) clauses to determine legal compliance in the areas of quality, payment terms, price, delivery, and packaging for new orders.
• Negotiates with Manufacturing, Salespeople, and the customer to prioritize requirements.
• Influences and/or resolves production and shipping schedules and invoicing problems.
• Negotiates with the external customer for non-compliance to contract.

Benefits

Narda-MITEQ is an Equal Opportunity/Disability/Veterans Employer. We are committed to maintaining a workplace that is inclusive, respectful, and free from discrimination, where all employees and applicants are treated with dignity and fairness.

Pay

Details on pay will be provided during the interview process.

Schedule

Details on schedule will be provided during the interview process.