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Customer Service Manager

Company: Mc Donald
Location: Dubuque
Posted on: April 6, 2021

Job Description:

A.Y. McDonald Mfg. Co. is looking for a Customer Service Manager. This position will co-manage along with the Director of Customer Service and focus will be on training and development of coworkers. This department is the front line of communication with Customers and Territory Sales Managers for all aspects of quotes, order fulfillment and corrections.Primary Responsibilities:Directly manage individuals in the following roles: Sales Order Entry, Customer Service Quote Representative and Customer Service Quote Coordinator.Record activities in CRM as needed and use CRM reports and information to help with decision making and quote strategies.Assist in the investigation of complaints and resolution of customer issues.Communicate with the credit department to distribute and process credit claims.Responsible for recruiting, hiring, motivating, setting performance standards, monitoring performance, coaching, counseling, and training coworkers.Responsible for maintaining effective organization and communications network, capable of responding to the needs of customers, as well as providing immediate solutions to daily problems.Responsible for managing projects that relate to Customer Service operations, process improvements, and efficiency improvements.Be knowledgeable in all key functions of the Customer Service department, including how to enter orders, quotes, return good authorizations and handling phone calls for the purpose of training, problem solving and filling in when necessary.Development and management of strategies and programs affecting departmental forms and the processing relating to customers and customer service.Research new training techniques and suggests enhancements to existing customer service training programs.Establish processes and tools to monitor performance of individuals in the Customer Service Department and use those metrics to provide meaningful feedback focused on service improvements.A successful candidate will possess the following qualifications and skills:Bachelor's degree (B.A.) from four-year College or university3+ years customer service management experienceDemonstrated leadership skills to effectively coach, develop and motivate a high-performing team.Strong working knowledge of the Microsoft Office 365 suite required. Previous ERP and CRM experience preferred.A team player with advanced interpersonal/customer service skills and a positive attitude.Equal Opportunity Employer.

Keywords: Mc Donald, Dubuque , Customer Service Manager, Executive , Dubuque, Iowa

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