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Customer Service Manager
3 months ago
Customer Service Manager:
Would you like to work for a global company that is dedicated to personal career growth? Amico Corporation is a leading manufacturer of Medical Equipment with 9 manufacturing facilities employing over 1100 people across North America.
We offer many opportunities for advancement within the Amico Group of Companies, along with a comprehensive benefit package, employer-paid vacation, management-approved tuition reimbursement, and an employee referral program.
Position Summary:
The ideal candidate will provide hands-on managerial and supervisory support to the Customer Care, Order Entry, and Invoicing team, maintaining a high level of product and pricing knowledge throughout the department. Ensure all sales, distributor, and customer requests are handled in a courteous, professional, and timely manner as well as facilitate continuous improvement activities that enable the business to enhance the overall customer experience.
Position Responsibilities:
- Manage a Customer Care team, including completing performance appraisals; establish work schedules, day-to-day operations, wage and salary administration, budget planning.
- Ensure departmental accuracy through daily review of key reports and indicators.
- Identify department training requirements on product and processes for Customer Service schedules, and (as necessary) conducts training programs to meet these needs to assure all personnel remain current. Document as required.
- Maintain and manage an open communication channel with Upper Management, Information Systems (IS), Sales/Marketing, Manufacturing, Warehouse Operations, Purchasing, and our distributors and end-users.
- Proactively identify and implement continuous quality and process improvements as it relates to Client Care.
- Support Service and other departmental supervisors/managers whenever possible in handling special assignments in customer service as well as facilitating shipment of products.
- Establish, utilize, and update quality management techniques for customer service, problem-solving, corrective action, and process decisions.
- Consult with Sales/Marketing Teams, Distribution personnel and coordinates the processing of special or unusual orders and programs.
- Analyze backlog in order to identify possible shipments through partial releases, product substitution, and expediting.
- Investigate, justify, and implement new technologies in support of the Company’s Customer Service to increase efficiencies to meet our customer expectations.
- Implement and coach the team on best practices as relates to time management, daily workflow, managing priorities, stress management.
- Actively manage the Customer Complaint log and dashboard, ensuring responses and resolutions are established and implemented in a timely manner as per guidelines.
- Actively manage the open Return Good Authorizations to ensure requests are processed in a timely manner as per guidelines.
- Maintain Standard Operating Procedures as outlined in ISO Documentation and QMS.
- Ensure that all new staff are inducted into the requirements of the QMS related to their own roles and responsibilities. Provide updated training and documentation of such as necessary.
- Undertake periodic but regular assessments of customer satisfaction and ensure that consequent improvements are identified and implemented. Perform other tasks as needed.
Our Most Successful candidates will have:
- Relevant education in Business Management or Administration.
- Minimum 5-7 years of experience in building, managing, training, and guiding teams.
- Must have excellent verbal and written communication skills.
- Expert knowledge of computerized systems relating to ERP, CRM, Microsoft Outlook, Excel, and any internal programs.
- Experience in a B2B environment is mandatory.
- Experience developing and managing SOP and Work Instructions, and associated training records.
- Must be able to manage a team of approximately 10.
- A go-getter and must be able to work in a fast-paced environment.
- Demonstrated ability to direct people and great time management and problem-solving skills.
- Ability to efficiently manage time and keep track of multiple schedules, meetings, and initiatives.
- A proactive attitude towards developing trust and professional rapport with employees and team members, other departmental managers; the ability to be a team-player.
