Job Openings

Customer Service Manager

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Location
Pasadena, CA
Salary
$80,000 - $100,000
Job Type
Direct Hire
Degree
Bachelor, Master
Date
Jun 16, 2017
Job ID
2493306
Customer Service Managers for an International manufacturer of aerospace and industrial products headquartered in the US and Company-wide sales in 125 countries. This manager will be responsible for 2 plants with a total of 1,000 employees and a total of 20 customer service employees. Those employees are located at those 2 plants which are near Pasadena, CA and Buffalo, NY. The Customer Service Manager will report to the Director and will reside at the California plant.
Position Summary:
The Customer Service Manager, working under the direction of the Director of Contracts and Customer Service, is responsible for leading and coaching member of the customer service teams across each of the sites with a goal to maximize the effective management of long-term customer relationships. He will coordinate and manage the customer service group, directly and through each site inside sales supervisor, to ensure that all team members appropriately interact with internal functional leads, to make sure all parties are aware of customer requirements (technical, contractual or otherwise), and to support new and existing customer development initiatives.
It is the responsibility of the Manager to undertake regular site visits in order to supervise the team’s productivity and provide updates to the Director regarding key performance metrics and resource allocation issues.
The Manager is responsible for all inside sales activity related to the orders and shipment of Aerospace and Industrial products to its worldwide customer base.
Primary Responsibilities:
  • Builds Customer Trust.
  • Leads multi-site teams that demonstrates dedication to our customers overall success by making realistic commitments, giving consistent, accurate information, and driving for positive results.
  • Acts as the voice of the customer (VOC) among internal functional partners. Provides the appropriate level of direct or indirect communication or transparency with customers, by implementing and enforcing Company-wide policies that adequately address order status, issues, and risk, and keeping customers consistently updated during all phases of the process.
  • Develops and implements Customer Service Policies that Drive Efficient Solutions. Manages site inside sales supervisors/ Customer Service leads and other team members to ensure Company policies and procedures are followed.
  • Supports sales team members in their relationship management efforts on key customer accounts to strengthen and develop existing business relationships with customers.
  • Delivers sales results. Provides customer intelligence to sales partners to help drive sales and improve customer relationships.
  • Leads customer service team to ensure provision of accurate quotes and additional information required to promptly close opportunities and build a reputation with customers as a responsive and cooperative partner.
  • Leverages knowledge of customers and markets to identify opportunities, provide internally confirmed prices and lead times to close sales opportunities.
  • Ensures consistent tracking of customer order status and proactive identification and mitigation of operational, commercial and contractual risks before they impact the customer or our Company.
 
 
Requirements & Skills:
  • Minimum of 5 to 7 years related experience in a manufacturing environment with demonstrated progression in responsibility and people management.
  • Bachelor’s degree in business or technical discipline; an MBA is desirable.
  • The incumbent must have the ability to read, analyze, and interpret technical journals, financial reports, and legal documents.
  • Must have ability to write presentations and articles for publication that conforms to prescribed style and format; and, the ability to effectively present information to senior management, customers, distributors, foreign distributers.
  • Multi-lingual capabilities preferred but not required
  • Domestic Travel is a requirement of this position. Must be able to travel 25% of the time. Position may have less frequent international travel if needed.
 
 
Our client prefers applicants located in Southern California. However, they will relocate from all sections for the US. To satisfy government requirements, applicants must be US citizens or US Permanent Residents. In addition to base salary there is a bonus.