Manager, Customer Service

iRF Solutions; Hauppauge (NY); On-site; USD 100,000 - 120,000; Full time

Job summary

iRF Solutions is looking for a Manager for Customer Service in Hauppauge, NY. This full-time position demands leadership in enhancing customer service while supervising a multi-functional team.

The role involves process improvement, KPI development, and cross-functional collaboration to meet customer needs effectively. Ideal candidates should have strong experience in a high-tech manufacturing setting, as well as excellent interpersonal and Microsoft Office skills.

Qualifications

• Minimum 9 years of experience managing sales or customer service teams in a high-tech manufacturing environment.
• Ability to work with international customers and understand their unique requirements.
• Strong leadership and communication skills necessary to brief senior leaders.

Responsibilities

• Supervise and train customer service staff.
• Resolve sales order and customer service issues.
• Develop and achieve KPIs for customer service teams.
• Manage customer fulfillment issues with Operations and Quality teams.

Skills

Microsoft Office skills

Excellent communication skills

Cross-functional collaboration

Customer responsiveness

Education

Bachelor’s Degree

Tools

Job-specific software applications

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Manager, Customer Service

Full Time Management Hauppauge, NY, US

8 days ago Requisition ID: 1199

Salary Range: $100,000.00 To $120,000.00 Annually

Manager, Customer Service

Job Description

This is an opportunity to drive process improvement and to be an agent of change, while simultaneously managing and mentoring an inside customer service team of a multi‑million‑dollar electronics manufacturing business. Under limited direction, the candidate will be responsible for the supervision and guidance of a multi‑functional Inside Sales/Customer service team. The position requires leadership ability, cross functional communications, problem solving skills and the willingness to challenge norms to seek ways to improve the functioning of the department and the overall business. Communicates within and outside of organization to explain and influence changes to policies, practices, or approaches. Responsible for determining if internal organization can meet customer requirements. Reviews Terms and Conditions (T&C's) and Federal Acquisition Regulation (FAR) clauses to determine legal compliance in the areas of quality, payment terms, price, delivery, and packaging for new orders. Negotiates with Manufacturing, Salespeople, and the customer to prioritize requirements. Influences and/or resolves production and shipping schedules and invoicing problems. May negotiate with the external customer for non‑compliance to contract.

The selected candidate must have the ability to perform the essential duties & responsibilities with or without reasonable accommodation. The duties and responsibilities may change from time to time without notice and include but is not limited to the duties described below.

Essential Functions

• Provides supervision, direction, and training of subordinate staff in sales administration.
• Confers with Regional Sales Managers and Product Line Managers to resolve problems with sales orders or customer service.
• Provides direct support to both our domestic and international customers
• Responsible for creation, maintenance, and achievement of KPI’s for quoting, order entry and customer service teams
• Coordinates with Operations to expedite orders and resolve customer service problems.
• Manages and maintains contract renewal status with sales partners and representatives.
• Oversees the work activities of customer service representatives to ensure optimum results from customer requests and opportunities.
• Responsible for directing and coordinating the processing of sales orders.
• Seeks opportunities to modify the sales administration processes for improved efficiency and effectivity; leads change management when appropriate.
• Performs day-to-day problem solving.
• Maintain customer portals to address issues impacting Supplier Score Cards.
• Partners with Operations, Quality, and Global Trade Compliance to identify and resolve issues that impact order fulfillment and customer satisfaction.
• Participates in development of and responsible for attainment of annual budget and resource plan.
• Leads, directs, and reviews the work of direct report(s) who exercise latitude and independence in their assignments.
• Manages team to appropriately determine ultimate end‑user compliance with export regulations for new orders

Qualifications

• Bachelor’s Degree and minimum 9 years prior related experience or Graduate Degree with a minimum of 7 years of prior related experience, supervising sales and/or customer service staff, preferably within a high‑tech manufacturing defense industry environment.
• Must possess intermediate or higher Microsoft Office skills and have ability to learn and acquire high level proficiency with job specific software applications.
• Must possess excellent communication skills with ability to exchange information and interface effectively with employees and/or customers clearly and concisely.
• Must have the ability to work with international customers and have sensitivity to unique requirements they may have.
• Good skill level in working cross‑functionally
• Highly responsive to customer requests/inquiries
• Experience working in defense/aerospace companies serving both domestic and international customers.
• Requires management and leadership knowledge in job area and comprehensive knowledge within professional discipline.
• Requires ability to communicate with leadership regarding matters of importance to the function or business area. May conduct briefings with senior leaders.

Please be aware many of our positions require the ability to obtain a security clearance. Security clearances may only be granted to U.S. citizens. In addition, applicants who accept a conditional offer of employment may be subject to government security investigation(s) and must meet eligibility requirements for access to classified information.

Narda‑MITEQ is proud to be an Equal Opportunity/Disability/Veterans Employer. We are committed to maintaining a workplace that is inclusive, respectful, and free from discrimination, where all employees and applicants are treated with dignity and fairness.

Employment decisions are made in accordance with applicable federal, state, and local laws. All qualified applicants receive equal consideration without regard to race, color, religion, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), sexual orientation, gender identity or expression, age, national origin, marital status, citizenship status, disability, protected veteran status, or any other characteristic protected by law. Narda‑MITEQ complies with applicable Executive Orders, including affirmative action requirements for individuals with disabilities and veterans. Narda‑MITEQ is a drug‑free workplace and conducts pre‑employment substance abuse testing and background checks, as permitted by law.

If you are a qualified individual with a disability or a disabled veteran and require a reasonable accommodation to use or access the Narda‑MITEQ career website due to your disability, you have the right to request such an accommodation. To request a reasonable accommodation, please contact Denise Nocerino at [e-mail].

Proof of employment authorization will be required. Narda‑MITEQ is not required to sponsor applicants for work visas. As this position will require access to export‑controlled information, only applications from “U.S. persons” within the meaning of the International Traffic in Arms Regulations and Export Administration Regulations will be considered. Narda‑MITEQ is not required to seek export license for applicants who do not meet this requirement.