CUSTOMER SERVICE MANAGER – Canton, Michigan, USA

Legacy Personnel Solutions; Michigan; On-site; USD 55,000 - 65,000; Full time

Job summary

Hearn Industrial Services in Canton, Michigan, seeks a Customer Support Manager to lead the customer service team across locations in Canton, Romulus, and Taylor. You will drive customer satisfaction, loyalty and retention while coordinating activities to meet corporate objectives.

The role requires five years of automotive manufacturing experience, strong problem-solving skills, and proficiency in Microsoft Office.

Qualifications

• Five years of direct manufacturing experience in an automotive environment, managing customer and employee relations.
• Strong root cause analysis, presentation, conflict resolution and critical thinking skills.
• Ability to multi task and set priorities to meet tight deadlines.
• Proficiency in Microsoft Office.
• Thorough knowledge of automotive quality systems and initiatives.
• Entrepreneurial skills, managed a small to medium-size business.
• Proficient in speaking, writing, reading and comprehending English.

Responsibilities

• Ensure all teams within assigned locations operate according to standards and requirements including safety.
• Train and educate Team Leaders and Inspectors on proper procedures relevant to the project.
• Sort parts to assess process and provide training and direction to team members to meet production requirements.
• Develop work instructions and confirm team conformance to setup and communicate changes to customer service.
• Meet with customer contact at project start and maintain customer relationships.
• Report non-conformances to Quality and work to investigate and correct them.
• Plan setup of new projects, including layout, material handling, and staffing.
• Develop relationships with customer representatives and suppliers to drive new business opportunities.
• Evaluate ongoing projects’ profitability and allocate resources accordingly.
• Implement and monitor project quality processes and best practices.

Skills

Root cause analysis

Conflict resolution

Critical thinking

Multi-tasking

Time management

English proficiency

Tools

Microsoft Office

Job description

Hearn Industrial Services, a leading provider to the automotive industry, is seeking aCustomer Support Managerbased in Canton, Michigan and also covering our facilities in Romulus, MI and Taylor, MI.

The goal of the Customer Support Manager is responsible to keep the department running in an efficient and profitable manner, to increase customer satisfaction, loyalty and retention and to meet their expectations. Plan, co-ordinate and control the activities of the customer service team to maintain and enhance customer relationships and meet organizational and operational objectives.

Salary:

• $55,000 to $65,000 per year depending on experience

Qualifications:

• Five (5) years of direct manufacturing experience in an automotive environment, managing customer and employee relations; Tier 1 automotive manufacturer preferred
• Strong root cause analysis, presentation, conflict resolution and critical thinking skills.
• Ability to multi task and set priorities to meet tight deadlines
• Proficiency in Microsoft Office
• Available to work assigned hours based on business needs
• Thorough knowledge of automotive quality systems and initiatives
• Ability to identify potential quality systems failures and implement preventive corrective action
• Ability to multi task and set priorities to meet tight deadlines
• Entrepreneurial skills, managed a small to medium-size business
• Proficient at speaking, writing, reading and comprehending English

Responsibilities:

• Responsible for ensuring all teams within assigned locations are operating according to standards and requirements including safety
• Train and educate Team Leaders and Inspectors on proper procedures relevant to the project
• Sort parts in order assess the process and provide necessary training and direction to team members as well as meet the location’s production requirements
• Develop work instructions and confirm team conformance to the job set up and communicate any criteria changes to customer service department
• Meet with customer contact at the beginning of each new project and continue to maintain and manage customer relationships
• Report any non-conformances to the Quality Department and work to identify, investigate and correct any non-conformances
• Plans the proper setup of new projects, including physical layout, material handling, and staffing
• Develops relationships with customer representatives and suppliers and encourages business development and new business opportunities while monitoring customer satisfaction
• Evaluates ongoing projects’ profitability
• Allocates resources including personnel based on forecast of customer demand and business needs
• Implements and monitors project quality processes
• Develops new operational initiatives including the launch of new customers, locations and/or services
• Reviews projects for evidence that best practices are being implemented, applied effectively and understood at all levels
• Monitors profit margin and labor efficiency
• Trains and educates Project Supervisors on proper procedures and company policies
• Ensures all teams within assigned region are operating according to company requirements
• Completes required training classes
• All other duties and responsibilities as may be assigned