Customer Service Rep., Manager - Aero-Glen International

Overview of the Position:

The Customer Service Rep. Manager will manage the customer service employees in the performance of their job duties. These duties are focused on ensuring daily execution of critical tasks that allow for customer sales to occur, including order entry, order book maintenance and customer engagement. Additionally, you will drive improvements and focus within the team on ensuring customer On-Time Delivery targets are met and the team efficiency and quality levels are attained.

Essential Duties and Responsibilities:

• Manages the daily operations of the customer service team to ensure that core task completion is done accurately and timely
• Responsible for supervising and motivating team members on a daily basis
• Assist with customer communication and resolution of customer issues
• Participate in coverage for team members who are out of the office
• Identify improvement opportunities within the CSR team (i.e. training or process gaps)
• Lead the CSR team through the execution of projects (i.e. data clean-up projects, customer or report improvement projects, etc.)
• Represent CSR team across other functions in process engagements (i.e. process improvement projects, issue resolution, etc.)
• Through order book maintenance ensure that proactive customer communication is occurring, and internal actions are done to support on-time delivery of product.
• Receive, review and populate into the system critical data, including Vendor Quotes, Customer Quotes and Sales Orders working to high standards of accuracy and promptness
• Ensure that all Sales Orders have been formally acknowledged as required
• Respond with urgency and in a timely manner, as requested; be proactive in the approach to the assigned workload and business needs
• Continue to develop knowledge and awareness across a wide array of processes, IT Systems, and AGI's organization to mitigate order issues and solve problems for the customer and other internal stakeholders
• Ensure that processes / procedures are followed to maintain compliance to quality requirements (i.e. vendor orders are only with authorized AGI vendors)
• Work cross functionally within the Supply Chain, Strategic Sourcing, Sales, Quality, Operations, and Accounting organizations to support customer requirements and process improvement opportunities or to identify and address errors or issues within the team
• Handle Controlled Unclassified Information (CUI) for assigned accounts and Federal Contract Information (FCI) as required.
• Performs other related duties as assigned.

Other Knowledge, Skills, and Abilities:

• Due to the criticality of your work, you need to have a strong accuracy for data entry, knowledge and understanding of distribution end to end operations, policies, and procedures.
• Microsoft Office proficiency.
• Customer service skills to provide the best service in diverse situations.
• Ability to multitask and be detail orientated.
• Demonstrated ability to identify process issues and drive process improvement
• Open-minded self-starter with the ability to adapt, improvise and problem solve
• Ability to work independently on multiple tasks and projects with various stakeholders
• Knowledge of current supply chain management, purchasing and inventory control principles an asset
• Able to balance immediate and long term priorities
• Critical thinking and decision making
• Demonstrated leadership skills that promote collaboration and teamwork

Education / Experience Requirements: High School Diploma or GED required. Minimum of 2 -years of previous experience in managing team members in a business environment. Internal and external customer service experience, aerospace is an asset.

Other Qualifications:

The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Language Skills: Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

Mathematical Skills: Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.

Reasoning Ability: Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

Physical Demands and Work Environment:

The physical demands described here are representatives of those that must be met by an employee to successfully perform the essential functions of this job.

• Is occasionally required to stand; walk; reach with hands and arms; stoop, kneel, crouch, and crawl; and lift up to 10 pounds.
• Is regularly required to sit and use hands to finger, handle, or feel.
• Is frequently required to talk or listen.
• Works in moderate noise levels.
• Minimal travel required.