<p>Description</p> <p>Customer Service Duties:</p> <ul> <li> <p>Manage daily customer interactions and sales orders for assigned customers.</p> </li><li> <p>Instill a culture of excellent customer service and change readiness among team and throughout plant.</p> </li><li> <p>Direct customer service representatives to timely and accurately convey customer requirements and challenges.</p> </li><li> <p>Oversee order input procedures and ensure efficient process flow to operations planning and manufacturing.</p> </li><li> <p>Work with quality and production management to address customer complaints as they arise.</p> </li><li> <p>Communicate any customer issues or opportunities to General Manager and Sales Team appropriately.</p> </li><li> <p>Assign Customer Service Reps to customer accounts and create plans for covering leaves and absences.</p> </li><li> <p>Create opportunities and tools to gather voice of the customer and incorporate into improvement projects.</p> </li><li> <p>Coach and develop the team to ensure high standards of satisfaction and customer retention.</p> </li><li> <p>Owner of the estimation process.</p> </li><li> <p>Coordinates with Corporate Pricing team to continue working towards a streamlined process.</p> </li></ul> <p>Other Tasks and Responsibilities:</p> <ul> <li> <p>Coordinate with Technical Manager of new to business to establish robust and repeatable procedures to onboard new customers and products efficiently.</p> </li><li> <p>Regularly follow-up with team to determine work status, priorities and potential problems.</p> </li><li> <p>Manage, train, and develop team to ensure proper skill levels.</p> </li><li> <p>Oversee and approve the bi-monthly time sheets and time off requests through timekeeping system (i.e. Kronos).</p> </li><li> <p>Lead team in setting and tracking appropriate stretch business improvement goals and personal development goals.</p> </li><li> <p>Participate in customer or supplier meetings on and off-site.</p> </li><li> <p>Participate in internal meetings with CSR's, Sales, and other Staff on and off-site.</p> </li><li> <p>Perform other duties as requested or assigned by the General Manager.</p> </li></ul> <p>Critical Knowledge and Skills:</p> <ul> <li> <p>Bachelor's degree Preferred; an equivalent combination of education and relevant work experience will be considered.</p> </li><li> <p>Previous Customer Service and Supervisory experience, ideally in a manufacturing environment.</p> </li><li> <p>Excellent interpersonal skills and willingness to interact professionally with diverse personalities.</p> </li><li> <p>High level of Proficiency in Microsoft Word, Excel, Outlook and Teams.</p> </li><li> <p>Familiarity with ERP Systems and Production Software.</p> </li><li> <p>Highly organized with strong attention to detail.</p> </li><li> <p>Comfortable working in a fast-paced, people-focused environment.</p> </li><li> <p>Ability to communicate clearly and professionally in both verbal and written form.</p> </li><li> <p>Aptitude to quickly absorb new procedures and dynamic customer needs.</p> </li></ul> <p>Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities</p> <p>This employer is required to notify all applicants of their rights pursuant to federal employment laws.</p> <p>For further information, please review the Know Your Rights (https://www.eeoc.gov/poster) notice from the Department of Labor.</p> <p>Job Category: Customer Service</p> <p>Full-Time</p>