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Customer Service Manager
$75,000 - $85,000/Yr
Vaco - Mason, OH
posted about 2 months ago
Full-time - Mid Level
Mason, OH
Administrative and Support Services
About the position
The Customer Service Manager is responsible for overseeing the processing of sales orders, managing customer relationships, and ensuring customer satisfaction while meeting sales goals. This role involves leading a team, developing customer service policies, and collaborating with various departments to enhance service delivery and operational efficiency.
Responsibilities
- Direct, oversee, and coordinate the processing of sales orders, acknowledgements, and invoices.
- Serve as the proactive leader for new and legacy customers and accounts.
- Oversee and coordinate the shipment of goods to customers through cross-functional collaboration.
- Develop and implement Customer Service policies and procedures.
- Supervise assigned Customer Service Account Management staff, including staff development and performance reviews.
- Set goals and expectations (KPIs) for the Customer Service team.
- Assess the department continually, refining and implementing processes and procedures.
- Partner with the Quality Team regarding customer complaints and ensure timely communication of complaint resolutions.
- Work with the Finance team on invoicing, collections, and price discrepancies.
- Maintain ERP D365 Customer setup, pricing, and contracts.
Requirements
- Bachelor's degree or equivalent experience in Business, Sales Management, Marketing, or Communications.
- 5+ years of experience in a sales, marketing, or customer service leadership role.
- Experience in a high technology product development or manufacturing firm, preferably in medical instruments or healthcare.
- Excellent computer skills with MS Word, PowerPoint, and Excel.
- Proficient with CRM and ERP systems, preferably Microsoft D365 and Dynamics CE.
- Strong oral and written communication skills.
Nice-to-haves
- Channel selling experience.
- Experience giving presentations to executive team members.
Benefits
- Competitive salary range of $75,000 - $85,000 per year.
- Opportunities for professional development and training.
