Particle Measuring Systems
Customer Service Manager
Particle Measuring Systems, Boulder, Colorado, United States, 80301
Do you want to be part of a business that genuinely values
entrepreneurialism ,
innovation
and
individual accountability?
We
focus on our customers
and are proud of the difference our technology makes. We partner with some of the biggest manufacturing companies in the world and our technical innovations are used to enhance well-known brands across multiple industries.Particle Measuring Systems (PMS)
sets the standard for cleanroom contamination monitoring. With more than 60 patents, we create the technology that enables our customers to make fact-based decisions, improve process yields and comply with ever-changing regulatory requirements.The Role
The
Customer Service Manager
is responsible for the Customer Service Department, which works to provide quality customer service that supports the goals & objectives of PMS. This position acts as a key liaison between customers, distributors, service & sales personnel to ensure on-time delivery of quality products to PMS customers. A set of Key Performance Indicators are used in evaluating progress geared to continual improvement of services.Specific Job Responsibilities
Direct & oversee all aspects of customer service, objectives, & initiatives.Provide leadership for a team of exempt & non-exempt employees within the Customer Service.Hire, train, coach & manage people to support customer needs.Identify customer needs & develop/implement processes to achieve results.Implement initiatives to improve the quality of PMS products & services.Partner with manufacturing to ensure continuous improvement for on-time delivery & lead time.Develop a forum to continuously drive service & process improvements that positively affect important metrics such as delivery, customer responsiveness, customer payments, cost reductions, etc.Develop & implement a responsive call-center that ensures timely & professional information to customers.Execute customer service objectives across functional areas & throughout the company.Implement & maintain controls to ensure compliance with U.S. export regulations.Maintain up-to-date ISO guidelines for Customer Service.Adhere to company safety practices & policies.Other duties as assigned.Qualifications
Bachelor’s degree in business or related field or five years of related experience.Seven or more years in a leadership role with direct customer contact & broad base understanding of business practices.Strong customer orientation and interpersonal skills with a high level of commitment for outstanding customer service and a sense of urgency.Ability to convey a professional, positive image of PMS, with excellent communication & organizational skills.Previous exporting experience in a manufacturing environment.DOT and IATA certifications required within 90 days of hire.The Nuts and Bolts
Location
– This is an “in-office” position 40% of the time with COVID-19 precautions being taken. The location of this position is in Boulder, Colorado. The other 60% of the time you may work from home. These percentages are targets with the actual schedule to be determined in conjunction with the hiring manager.2024 Benefits At-a-Glance
Our benefit package is provided through our parent company, Spectris.MedicalHealth Advocate – This confidential service can help you; your spouse, dependent children, parents, and parents-in-law resolve health care and insurance-related issues, manage chronic conditions and improve your health and well-being.Dental – Delta Dental PPO; DeltaCare USAVision – VSP Vision Plan401(k)Flexible Spending AccountOnsite Wellness Clinic – Onsite physician for basic health and wellness consultations.Pay Range
$67,500 – $104,000 depending upon experienceHow We Determine What We Pay (compensation Philosophy)
Particle Measuring Systems determines pay for positions using local, national, and industry-specific survey data, for the Boulder, Colorado area. We will evaluate external equity, which is the relative marketplace job worth of jobs directly comparable to jobs within our company.For new hires, we try to make competitive offers between the minimum and around the midpoint of the range. This allows the new employee room for future merit increases during review cycles. There may be times when we will offer above the midpoint. The decision to do so will be based on the applicant’s level of experience, education, and specialized knowledge and skills. Additionally, we consider the external market rate, the amount we have budgeted internally, and the compensation rates of the employees within the company doing the same position.Particle Measuring Systems is proud to be an Equal Opportunity Employer.
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entrepreneurialism ,
innovation
and
individual accountability?
We
focus on our customers
and are proud of the difference our technology makes. We partner with some of the biggest manufacturing companies in the world and our technical innovations are used to enhance well-known brands across multiple industries.Particle Measuring Systems (PMS)
sets the standard for cleanroom contamination monitoring. With more than 60 patents, we create the technology that enables our customers to make fact-based decisions, improve process yields and comply with ever-changing regulatory requirements.The Role
The
Customer Service Manager
is responsible for the Customer Service Department, which works to provide quality customer service that supports the goals & objectives of PMS. This position acts as a key liaison between customers, distributors, service & sales personnel to ensure on-time delivery of quality products to PMS customers. A set of Key Performance Indicators are used in evaluating progress geared to continual improvement of services.Specific Job Responsibilities
Direct & oversee all aspects of customer service, objectives, & initiatives.Provide leadership for a team of exempt & non-exempt employees within the Customer Service.Hire, train, coach & manage people to support customer needs.Identify customer needs & develop/implement processes to achieve results.Implement initiatives to improve the quality of PMS products & services.Partner with manufacturing to ensure continuous improvement for on-time delivery & lead time.Develop a forum to continuously drive service & process improvements that positively affect important metrics such as delivery, customer responsiveness, customer payments, cost reductions, etc.Develop & implement a responsive call-center that ensures timely & professional information to customers.Execute customer service objectives across functional areas & throughout the company.Implement & maintain controls to ensure compliance with U.S. export regulations.Maintain up-to-date ISO guidelines for Customer Service.Adhere to company safety practices & policies.Other duties as assigned.Qualifications
Bachelor’s degree in business or related field or five years of related experience.Seven or more years in a leadership role with direct customer contact & broad base understanding of business practices.Strong customer orientation and interpersonal skills with a high level of commitment for outstanding customer service and a sense of urgency.Ability to convey a professional, positive image of PMS, with excellent communication & organizational skills.Previous exporting experience in a manufacturing environment.DOT and IATA certifications required within 90 days of hire.The Nuts and Bolts
Location
– This is an “in-office” position 40% of the time with COVID-19 precautions being taken. The location of this position is in Boulder, Colorado. The other 60% of the time you may work from home. These percentages are targets with the actual schedule to be determined in conjunction with the hiring manager.2024 Benefits At-a-Glance
Our benefit package is provided through our parent company, Spectris.MedicalHealth Advocate – This confidential service can help you; your spouse, dependent children, parents, and parents-in-law resolve health care and insurance-related issues, manage chronic conditions and improve your health and well-being.Dental – Delta Dental PPO; DeltaCare USAVision – VSP Vision Plan401(k)Flexible Spending AccountOnsite Wellness Clinic – Onsite physician for basic health and wellness consultations.Pay Range
$67,500 – $104,000 depending upon experienceHow We Determine What We Pay (compensation Philosophy)
Particle Measuring Systems determines pay for positions using local, national, and industry-specific survey data, for the Boulder, Colorado area. We will evaluate external equity, which is the relative marketplace job worth of jobs directly comparable to jobs within our company.For new hires, we try to make competitive offers between the minimum and around the midpoint of the range. This allows the new employee room for future merit increases during review cycles. There may be times when we will offer above the midpoint. The decision to do so will be based on the applicant’s level of experience, education, and specialized knowledge and skills. Additionally, we consider the external market rate, the amount we have budgeted internally, and the compensation rates of the employees within the company doing the same position.Particle Measuring Systems is proud to be an Equal Opportunity Employer.
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