Customer Service Manager

GUHRING INC; Town of Brookfield (WI); On-site; USD 65,000 - 90,000; Full time

Job summary

Guhring Inc. in Wisconsin seeks a Customer Service Manager to lead day-to-day operations of the customer service team, develop procedures, and uphold a professional department atmosphere.

The role requires a Bachelor’s in Business Management, experience in manufacturing, SAP ERP proficiency, strong leadership and communication skills, and the ability to drive metrics and timely order processing.

Qualifications

• Bachelor’s degree in Business Management or equivalent experience.
• Experience supervising a customer service team.
• Experience in industrial supply, machining, or manufacturing.
• Proficient with SAP and MS Office.
• Strong analytical, leadership, and communication skills.

Responsibilities

• Manage day-to-day operations and personnel within the customer service department.
• Create effective customer service procedures, policies, and standards and develop metrics.
• Coach team on resolving issues professionally and effectively.
• Ensure inquiries are handled promptly and accurately.
• Assist with processing orders, quotations, and communicating delivery times.
• Coordinate hiring, training, and development of the Customer Service team.
• Manage personnel issues to maintain team cohesion.
• Communicate effectively with coworkers to meet company goals.
• Analyze statistics and compile accurate reports.
• Participate in development/implementation of business systems (e.g., SAP, CRM, training).
• Identify ways to improve existing policies and procedures.

Skills

Team management

Customer service leadership

SAP

MS Office

Analytical skills

Strong communication

Multi-tasking

Education

Bachelor’s Degree in Business Management

Tools

SAP ERP

CRM software

Job description

Summary of Position

Under the supervision of the Director of Product Management & Business Development, this position is responsible for ensuring our customers receive outstanding customer service through effective management of the customer service team, by developing effective customer service procedures and by creating and maintaining a professional atmosphere within the department.

Principal Responsibilities

• Manage day to day operations and personnel within the customer service department.
• Create effective customer service procedures, policies, and standards, and develop key metrics to ensure your team continues to meet and exceed customer service objectives.
• Take ownership and coach your team on how to resolve customer issues, concerns, and complaints in a professional and effective manner.
• Ensure customer inquiries/concerns are handled promptly, accurately, and efficiently.
• Assist your team in processing and expediting orders, providing quotations, and communicating delivery times and expected ship dates to customers and the outside sales team.
• Coordinate the hiring, training, and development of the Customer Service team.
• Manage personnel issues and personality conflicts within the department to ensure team cohesion.
• Communicate effectively and professionally with co-workers to reach common company goals.
• Analyze statistics and compile accurate reports.
• Participation in the development and implementation of business systems, e.g. SAP (ERP system), CRM software, phone queue software, Guhring Academy e-learning training.
• Take the initiative to find ways to improve existing policies and procedures.

Education

• Minimum of Bachelor’s Degree in Business Management or equivalent related experience. Exposure/experience within the industrial supply, machining, and manufacturing industry.

Skills/experience

• Must have previous experience managing/supervising a team of employees, and working in a customer service related position/field.
• Exposure/experience within the industrial supply, machining, or manufacturing industry.
• Proficient with ERP systems (e.g., SAP), and MS Office software (Excel, Word, PowerPoint, Outlook).
• Strong analytical, problem solving, and leadership skills.
• Oustanding verbal and written communication skills with the ability to effectively communicate complex matters.
• Must be able to multi-task proficiently.

Equal Opportunity Employer, including Veterans and Individuals with Disabilities.