CorTalent
  • Customer Service
  • Plymouth, MN, USA
  • Full Time

Opportunity Overview:

We have been retained by a manufacturing and production client seeking a Customer Service Manager. The ideal candidate will be driven by customer satisfaction, leading a team, and process improvement. Someone with excellent communication, leadership skills, and problem solving will be best suited in this role.

 

Culture:

Communication: 

Maintains and enhances communication and relationship skills at all levels. Understand the customer relationship requirement. Able to communicate technical and business information to widely varied audiences.

 

Quality Control Review: 

Reviews tasks to ensure quality meets or exceeds standards.

 

Team Work: 

Identifies with the business mission of Midwest Rubber and is motivated to achieve that mission, recognizes and contributes to achievement of Midwest Rubber's overall strategy and objectives.  

 

Professionalism: 

Maintains consistently high standards, attends to details, always gives full attention, fully documents critical changes, and has strong analytical skills.

 

Flexibility:  

Maintains effectiveness in different situations, is receptive to new ideas.  

 

Timely response/accessibility:  

Available when needed and responsive when called. Responds positively and quickly to client issues and Midwest Rubber's requirements and meets deadlines while at the same time effectively balances competing priorities. Ability to multi-task and be able to represent multiple subjects and products.  

 

Knowledge: 

Keeps abreast of new products, services, and process improvement methods. Understands how to effectively apply this knowledge within the company.  

 

Proactive: 

Identifies problems and needs, proposes appropriate solutions, anticipates needs and responds accordingly.    

 

Required Skills:

  •         Bachelor's degree or 5 years of related experience; or an equivalent level/combination of education and/or experience; college degree is preferred and is considered a plus
  •         5 years' experience with working in a distribution environment
  •         5 years' experience leading people directly or indirectly
  •         Ability to learn and comprehend applications, materials, manufacturing techniques, and technical specifications and prints
  •         Excellent judgment, conflict resolution and problem-solving skills
  •         Excellent communication and intrapersonal skills with all levels of personnel.
  •         Ability to work independently with minimal supervision  
  •         Motivational leadership skills should include the ability to energize others to excel and gain commitment to the vision and strategies of the Company
  •         Proficiency and experience working with Word, Excel, Outlook, PowerPoint, and ERP software
  •         3 years' experience using Made 2 Manage or Microsoft NAV(ERP System)

 

Position Responsibilities:

Customer Management:  

  •         Will spend a minimum of 50% of role as a working manager with assigned accounts
  •         Assist with securing credit and tax information from customer
  •         Resolve customer sales issues, proposals and resolving possible disputes
  •         Travel to customer site within area of responsibility as required
  •         Develop and maintain relationships with key customers
  •         Promote a culture of service-oriented customer support

 

Team Management:

  •         Develop, communicate and train company-wide best practices for customer service department
  •         Implement and maintain a culture of customer intimacy and satisfaction; develop measures to promote and measure adherence to guidelines amongst staff
  •         Monitor and ensure proper staffing based on company and departmental expectations and requirements
  •         Supervise training and development of the customer care department
  •         Monitor employee performance, complete evaluations as required and make appropriate recommendations for changes as required
  •         Demonstrates through leadership, the company mission, vision, and creates a culture of respect and performance  
  •         Resolves employee relation disputes as needed and follows all Company policies and procedures in providing adequate documentation of all such actions
  •         Remains up to date with changing trends in the industry and within customer service  
  •         Other duties as assigned
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