Job description

The Customer Service Manager is responsible for directly managing and supporting a staff of customer service representatives while ensuring adherence to stated policies and procedures.

Responsibilities:

• Directly manage a functional department of customer service representative (CSR) professionals.
• Set goals and manage training for all CSR.
• Lead customer service representatives. Investigate customer's problems and find solutions.
• Be confident, have patience, and act with politeness, tact and diplomacy when dealing with difficult customer situations.
• Point person for all internal and external audit support.
• Provide clear communications to customers regarding policy changes and product directives.
• Track Customer Service KPIs and implement action items to meet annual targets.
• Review and approve credit memos. Ensure SOX and TS documentation is current and observed.
• Develop expert level knowledge of QAD as related to CS functions and maintain all related aspects of the system. Ensure accurate order entry and shipment promise.
• Facilitate providing & maintain customer provided forecast within customer service.
• Maintain Customer Service SharePoint site.
• Ask customer feedback by sending annual customer service survey.
• Work with management on customer service initiatives.
• Audits customer service procedures and trends and determines system improvements. Enforces company policies and procedures.
• Have a high level business acumen.
• Act as liaison between customer and operations.

Benefits:

• Comprehensive health benefits package (medical, dental, vision, etc) for positions of 30 hours or more per week
• Health Savings Account with annual employer contribution
• Company provided Life Insurance, Accidental Death and Dismemberment, and Short-Term Disability
• Voluntary Life Insurance, Spousal Life, Child Life, Critical Illness, Accident, and Long-Term Disability
• 401(k) with matching contribution that is fully vested from day 1
• Generous amount of PTO, plus 14 paid Holidays
• Tuition reimbursement and scholarship opportunity

Requirements

Education: minimum of a high school diploma, although a Bachelor’s degree in Business Administration or similar field is strongly preferred.

Experience: 10 years of experience in customer service in a manufacturing environment. Knowledge of brake, friction or similar highly engineered products is a plus. Manufacturing experience or experience dealing with Original Equipment/Aftermarket parts is also strongly preferred. The ideal candidate must have excellent communication skills and a commitment to continuous improvement with the primary focus on customer satisfaction and top line growth.

Job Type: Full-time

Pay: $100,000.00 - $110,000.00 per year

Benefits:

• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Tuition reimbursement
• Vision insurance

Experience level:

• 10 years

Shift:

• 8 hour shift

Weekly day range:

• Monday to Friday

Ability to commute/relocate:

• Urbandale, IA: Reliably commute or planning to relocate before starting work (Required)

Application Question(s):

• Previous experience with brakes or frictions and manufacturing experience is a plus

Experience:

• Customer service: 10 years (Preferred)

Work Location: One location

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