Customer Service Manager

Force and Motion Control Business Unit, ASRaymond, Maumee seeks a progressive leader to serve as the Customer Service Manager for the Maumee, Ohio location. The Customer Service Manager is responsible for managing the daily operations of the customer service department. Their role is to provide superb customer service by leading, guiding, coaching, and mentoring the customer service department. This role is essential in driving continuous improvement, developing standard work, and driving key performance indicators (metrics) based on data. The ideal candidate will proactively solve challenges while balancing the internal (operations) and external (customers) needs.

Core Responsibilities:

• Supervise the daily operations of the customer service department. Back-up Customer service team during peak demand/ high level of absences. Interact with customers and handle customer queries and complaints promptly. Escalation for customer service inquiries or concerns.
• Operates with a collaborative mindset to identify opportunities to manage customer service staffing and effectively evaluate, motivate, develop & recruit teams.
• Develop and implement objectives, policies, and procedures to improve service levels, increase efficiencies, and maintain a continuous improvement environment.
• Establish daily, weekly, and annual KPIs for the department and individual team members and help them reach these goals.
• Develop countermeasures when trends are not hitting the required levels.
• Site compliance administrator responsible for implementing procedures & policies to assure compliance with quality systems, division, and legal regulations. Perform audits to validate compliance.
• Maintain relationships with strategic accounts. Proactively engage accounts to measure customer satisfaction and summarize findings with leadership.
• Track CRM adoption within the team and remove hurdles to system utilization. Customer Data Administrator (CDA) leader for location.
• Lead export compliance leader for the location
• Perform other duties as assigned by the manager.
• In alignment with the Company's Core Values and Code of Business Conduct, effectively working with stakeholders to enhance the performance of the commercial excellence department while promoting and embracing the "One Team, One Company, One Barnes" philosophy

Qualifications:

• Minimum of five years of customer service experience
• Minimum of three years of management or supervisory experience.
• Prior experience with M3 ERP system or similar ERP is preferred.
• Familiarity with lean process management to enable a continuous Improvement mindset.
• High understanding of our legal language, contracts, terms and conditions, and quality clauses commonly used in business.
• A change agent with a willingness to learn and tackle complex problems and create a sense of urgency and a can-do attitude within the team

Education Requirements:

• Bachelor's degree in business, marketing, communications, or a related field, preferred
• Combination of education and experience, accepted.

Functional Expert - Considered a thought leader on a subject
Enthusiastic - Shows intense and eager enjoyment and interest
Leader - Inspires teammates to follow them
Dedicated - Devoted to a task or purpose with loyalty or integrity

Self-Starter - Inspired to perform without outside help
Ability to Make an Impact - Inspired to perform well by the ability to contribute to the success of a project or the organization

Bachelors of Business Administration (preferred)

Prior experience with M3 ERP system or similar ERP is preferred.
(preferred)
3 years: Prior experience in managing and supervising (preferred)
5 years: Prior experience in customer service (required)

Skills