Customer Service Manager

Job Description

Job Description

Machine Specialties, Inc. (MSI) has been manufacturing precision parts since 1969. We are a leading contract machining and metal finishing company that designs and manufactures sophisticated, cost-effective solutions to our customer's most demanding challenges. We are in Whitsett, NC, just outside of Greensboro.

The Customer Service Manager is responsible for managing key Customer Service Accounts while overseeing the daily operations of the Customer Service department to ensure that all customers are supported. Duties include establishing and communicating company objectives to the Customer Service team, developing effective procedures that monitor/improve customer satisfaction, training of team members, hosting status meetings and problem solving sessions with team members, working with other deparments to maintain shipment schedules, expediting key customer orders, creating and analyzing data to determine customer satisfaction and serving as a customer escalation point.

Position Expectations

• Manages, trains, and coaches staff with a professional and positive attitude.
• Supervises day-to-day operations in the department. Shares skills, knowledge, and experience in order to reach company goals.
• Assists the staff in responding to customers in a timely manner.
• Handles complex and escalated Customer Service issues.
• Serves as a liason between Customer Service and Sales. Partners with Operations and Quality to ensure customer and company needs are met, relays order prioritization, and ensures timely transfer of information concerning potential quality defects.
• Assists team with problem solving to resolve customer issues.
• Provides and monitors role responsibilities and objectives to the staff.
• Creates and monitors effective Customer Service procedures.
• Develops customer satisfaction goals, tracks customer complaints, reviews and maintains the Open Order report, assists in problem resolution, and actively participates in meetings such as Scrap, Collaborative Review, and others.
• Manages the Customer Scorecard to ensure that exceptional ratings are maintained.
• Reviews Customer contractsand sales orders. Enters all sales orders into Epicor and manages the orders from entry to shipment.
• Travels to customer locations on a limited, as needed basis.
• Plans, prioritizes, and delegates work to the staff in order to ensure proper functioning of the department.
• Analyzes Customer Service outputs and provides updates to upper management.
• Identifies and implements strategies to improve quality of service, productivity, and profitability.
• Serves as the Customer Service representative for key accounts.
• When needed, fills in for staff during their absence.

Job Skills and Requirements

• Strong communication skills
• Supervisory/Leadership skills
• Customer Service focus
• Problem solving and analysis
• Decision making
• Planning and organization
• Initiative and flexability
• Process improvement
• Negotiation skills
• Able to work under tight deadlines

Education and Experience

• Minimum of 4-5 years of experience in Customer Service and in a Leadership capacity
• Bachelor's Degree (preferably in Business Administration, Marketing, or relevant field)
• Knowledge in administration, management, and overall business practices