Employment Center

The Customer Service Manager is responsible for the AmesburyTruth Customer Service Teams within their designated Amesbury Truth location and reports to the Strategic Account Director. Key elements include ensuring that team acts within the roles and responsibilities in execution of the order entry process and customer satisfaction.  This includes but is not limited to facilitating customer issues and aiding in continuous improvement activities.    This position will be required to report on individual plant performance related to customer satisfaction (shipping performance, open order and shipping status, complaints, credits and returns), conducts performance reviews, manages the customer service reps and supports strategic projects as assigned.  Responsible for team development, retention, hiring and firing.

Responsibilities include but are not limited to:

·       Monitors staffing levels, ensures performance management as well as recruiting and employee development and training

·       Facilitation of customer requirements driving through order processing and customer satisfaction

·       Assists in coordinating inventory and planning requirements on site and supporting Sales/Mktg efforts on large projects

·       Supports all policies and procedures and conducts team training

·       Evaluates processes for continuous improvement

Principal Accountabilities

·       Reports on AT site responsibility relative to customer satisfaction and performance (On time delivery and customer complaints as well as customer rebates and score card review

·       Regular meetings (weekly with team), monthly with Strategic Account Director and as needed with other functional areas (Provides cross functional support to other departments on site and identifies gaps in the processes

·       Acts as an appeal level for customer issues determining root cause and possible solutions for corrective action

KNOWLEDGE / SKILLS / ABILITIES:

·       Must demonstrate proficiency in Microsoft Office Word and Excel and CRM (preferred)

·       Strong written and verbal skills - this position is directly responsible for communicating by phone and email and the ability to lead teams

·       Experience with ERP systems within a manufacturing environment preferred

·       Requires the ability to handle multiple high priority projects at any given time

·       Strong work ethic, ability to team work, reliable

·       Ability to motivate employees and coordinate activities relative to all functional areas

QUALIFICATIONS / PRIOR EXPERIENCE:

·       Business degree is preferred

·       Five to seven years of experience in a similar management role

·       Two to five years of ERP experience

·       Able to demonstrate leadership, organizational and problem solving skills.

·       Strong communication skills