Customer Service Manager

POSITION OVERVIEW  

Position will act as a liaison between the customer and the company, provide product and service information and resolve any emerging problems to the customer’s satisfaction. The candidate would have strong command of the company’s customer service abilities, be well trained in product knowledge and able to offer quick and accurate assistance to customers.  This position also ensures smooth operations throughout the production and distribution process of any parts or materials. Oversee Customer Service.

RESPONSIBILITES

Serve as primary contact for customer inquiries regarding any billing issues, product problems, service questions and general client concerns

Manage accuracy and efficiency of all customer order entry

Must be able to maintain a high level of professionalism with customers and work to establish a positive rapport every time

Possess a sales-orientation to always push for more business and attract potential customers by answering product and service questions.

Be a Syteline (ERP system) expert for entering and orders, creating jobs to be added into the production, and answering all types of questions about customer’s orders.

Follow production plan with scheduler/production management and make necessary adjustments or requests

Follow all open orders with production to ensure orders are on time.  If not, provide communication to customers with recovery plan.

Help troubleshoot delivery issues to see if scheduling/planning/material improvements are needed

Create packing slips/bills of lading for outgoing shipments as well as schedule trucks

Create ASN’s as required by customers

Enter/update releases for blanket orders

Provide leadership and training to accomplish the company goals and objectives

Report weekly/monthly on shipping/backlogs/sales

Provide analysis and explanation of any reporting as requested

Obtain and maintain a 95% or above on-time delivery performance

Ensure all members of customer service are providing prompt, friendly service to all customers

Report any difficult issues with management

REQUIREMENTS

Associate’s degree in business related field or five years of customer service-related experience

Excellent verbal and written communication skills needed to speak with customers, other departments and direct reports

Ability to multi-task, prioritize and manage time effectively

Strong organizational and problem-solving skills

Proficiency in Microsoft Office (Excel, Outlook, Word)

Experience with ERP systems

Ability to manage multiple priorities in a fast-paced environment

Ability to communicate effectively with production teams

Knowledge of the rubber industry helpful

Occasional travel may be required, up to 25% of the time

Send Resume to HR@sperryrice.com