Manager, Customer Service

Ksaria Corporation; Hudson (NH); In loco; USD 85.000 - 110.000; Tempo pieno

Descrizione del lavoro

kSARIA seeks a Manager, Customer Service to lead the customer service and order administration functions onsite in New Hampshire. You will serve as the primary interface with customers after contracts, communicating status and coordinating data requests with internal teams.

You will establish metrics, manage customer portals, oversee reps & certs, and drive policy implementation to ensure exceptional service and timely responses in a manufacturing DoD environment.

Competenze

• Ability to work independently with highly professional verbal, writing and interpersonal skills.
• Exceptional collaboration skills.
• Extremely tenacious to closeout customer actions quickly.
• Comfortable with exposure to highly confidential information.
• Willingness to learn other software tools to progress professionally.
• Previous experience in a high-level Customer Success role.
• Highly organized with high attention to detail.
• Experience with ERP systems in manufacturing (job shop/contract manufacturing preferred).
• Experience with US government contracting FAR requirements and business terms and conditions preferred.
• US Person required for DoD work.
• College degree with a technical discipline or equivalent experience preferred.
• Limited travel required; onsite position; no relocation offered.

Mansioni

• Direct and oversee the organization's customer service and order administration operations.
• Interface between customers and internal organization after contract initiation, communicating status from cradle to grave.
• Gather data from internal areas and present updates, modifications, and data requests to customers.
• Draft, implements, and enforces policies to facilitate a quality customer service experience.
• Establish performance metrics for the customer service team and manage customer portals.
• Oversee reps & certs and coordinate with Production, Quality and Engineering to respond to orders and schedule expedites.
• Manage contract review and sign-off processes.

Descrizione del lavoro

Description

The Manager, Customer Service will direct and oversee the organizations customer service and order administration operations. This role is the primary interface between kSARIA’s customers and the internal organization after a contract has been initiated. The Manager, Customer Service will effectively communicate the status of the contract to the customer from cradle to grave. This role will be responsible for gathering data from internal functional areas and presenting it to customers in the form of general updates, contract modifications, and customer data requests. Strict attention to detail and constant management of the open customer service task list is required to close out actions and ensure customer satisfaction.

Position Profile:

• The Manager, Customer Service will champion the company’s newly implemented customer service workflow system
• Field incoming customer requests for order and contract status and provide responses in a timely manner via written correspondence and telephone contact.
• Enter and oversee customer orders and confirm order receipt and delivery dates with customers which entails responses from internal organizations which must be managed with ferocity.
• Drafts, implements, and executes policies and procedures to facilitate a quality customer service experience.
• Establish performance metrics for the customer service team
• Manage various customer portals and monitor the portals for incoming orders
• Monitor and complete all representations and certifications (reps & certs) required by our customers
• Work with all internal functional managers (from Production, Quality, and Engineering) to develop a cohesive response to customer requests for order status, order changes, and schedule expedites.
• Effectively manage the contract review and sign-off process

Requirements

• Ability to work independently and have highly professional verbal, writing and interpersonal skills
• Exceptional collaboration skills
• Extremely tenacious and relentless to closeout customer required actions as effectively and expeditiously as possible
• Comfortable with exposure to highly confidential information
• Willing, enthusiastic, and proactive in taking on tasks of any nature to balance the workload of others throughout the organization. Willingness to be the customer’s “champion” inside the organization.
• Strong Excel, Word, PowerPoint and Microsoft Office skills
• Willingness to learn other software tools to continue to progress professionally
• Previous experience in a high-level Customer Success role is required
• Highly professional and mature attitude
• Extremely organized with high attention to detail
• Experience with ERP systems in a manufacturing environment preferred (in particular, job shop or contract manufacturing experience).
• Experience and familiarity in US government contracting FAR requirements and business terms and conditions preferred.
• US Person required for DoD work
• College degree with a technical discipline or equivalent experience preferred.
• Limited travel required to sync up with other kSARIA divisions to ensure uniform customer experiences.
• Onsite position
• No relocation offered

PM19

kSARIA is an Equal Opportunity Employer/Disabilities/Veterans