Customer Service Manager

Role Summary

Job Description

We are seeking a proactive and experienced Customer Service Manager to lead our customer support team in a fast-paced manufacturing environment. The ideal candidate will be responsible for ensuring exceptional service delivery, managing customer relationships, and resolving issues efficiently. This role involves supervising daily operations, developing employees, implementing service strategies, and collaborating with internal departments to enhance the customer experience and support business goals. Strong leadership, problem-solving, and communication skills are essential.

Main Tasks

• Manage customer support for all Mann + Hummel and Air Filtration direct customers.
• Insure continuous improvement in department functions.
• Manage contract review, customer specific requirement adherence, and customer issue resolution.
• Research, and analyze customer and market data to determine trends, fluctuations, and concerns. Communicate this information to both sales and operations for development of strategy in new and existing business, development of annual business plan, and product line review.
• Directly manage the customer service team
• Manage employee development and performance.
• Monitor daily customer interactions for opportunities to improve
• Ensure customers are highest priority
• Ensure requirements are communicated to manufacturing clearly and timely.
• Monitor shared inboxes
• Track and report out weekly KPI’s to Director
• Assist in development and roll out of training plans and processes to the team
• Ensure processes are developed and followed for Customer Service activities including New Product Introductions, customer issue resolution, and delivery performance reporting and resolution.
• Be the “Voice of the Customer” to the entire organization.
• Ensure customer requirements are understood and met.
• Continuously look for ways to improve and enhance the overall customer experience
• Establish and manage the achievement of goals and objectives within the department.
• Key user for Sage and SAP ERP system
  
  

Your Profile

Education:

• Bachelor’s Degree
  
  

Experience: and Required Skills:

• Minimum 5 years of extensive Customer Service leadership or management
• Has a passion for World Class Customer Service
• Can set direction and goals as well as manage a team to meet goals.
• Good understanding of Management practices and techniques
• Excellent leadership and interpersonal skils
• Proficiency in Microsoft Office programs, with the ability to run functions in Excel such as Vlookups and Pivot Tables
• Strong decision-making skills and the ability to solve complex problems
• SAP and Service Center management skills
• Ability to communicate at all levels both verbally and written
• Self-motivated, energetic and has a flexible approach to work
• Passionate, inspirational and motivational; yet firmly rooted in the realities of everyday distribution and customer related issues and agendas.
• Ability to travel up to 15%