Senior Customer Service Manager

The Senior Customer Service Manager is accountable for establishing a strong customer service team and the duties/processes that create customer excellence, efficiencies and a preferred place to work for the team members. The Customer Service Manager builds relationships with team members, customers, sales, and Operations through trust and responsiveness while maintaining an outstanding degree of communication in his team with all the involved parties.

ESSENTIAL JOB DUTIES & RESPONSIBILITIES (Other duties as assigned)

• Manage, coach, and train Account Executives and Senior Account Executives to promote engagement and best in class customer satisfaction from internal and external customers

• Effectively assist customers, Account Executives and Senior Account Executives, and others with questions regarding all products/market segments we service including roofing, siding, OEM, packaging, construction, shape molding, lost foam, fabrication, etc.

• Maintain and process orders for assigned customers from receipt of a purchase order through production scheduling and delivery

• Understand and use Qlik Sense, Sales Force or any other reporting features (queries) to manage effectively his team, customer orders, monitor volumes to make recommendations to sales and or customers, and to monitor credit status

• Work with Customer Service leadership team to develop, implement, and positively impact metrics (KPIs) most relevant to the Customer Service group

• Work to streamline or improve efficiency of the order processing process while focusing on building a more uniform, repeatable customer experience across the AMP division

• Ensure accuracy of data (i.e., product type, delivery dates, quantities, etc.), minimizing costs of errors/claims caused by inaccurate data

• Work with the scheduling team to ensure customer satisfaction as well as internal operational efficiencies; interact with production planning and freight/shipping to schedule orders; communicate delivery information to customers

• Enter customer orders; proof orders for accuracy; take any other appropriate actions to ensure order accuracy including pricing accuracy

• Assist Sales Support, Sales, and Accounting in maintaining accurate pricing and to resolve customer pricing issues

• Analyze and determine best way to handle communicating and or addressing any problems caused by production down times, limited raw materials, quality issues, carrier delays, delays on unloading at jobsites, miss-shipments, etc. while providing customer satisfaction at minimum cost to the Company

• Develop programs or initiatives that serve to foster cooperation and efficiency between customer service and other departments

• Develop tools to assist customers with order efficiency and partnering, i.e., inventory management programs/spreadsheets or truck/load capacity calculators

• Work with Sales Support staff if/when fabrication or design work is involved with a quote or order

• Maintain customer paperwork (customer information, customer notes, pricing, quotes) based on need and Atlas document retention policy

• Assist with investigation of customer complaints and returns; take appropriate action to prevent recurrence when appropriate

• Provide support and information to sales team; work closely with sales team to service clients

• Cross-train in other areas within Customer Service

• Assist with the collection of past due accounts as needed

• Assist with implementing price increases accurately and completely

• Notify appropriate personnel internally when issues arise with pricing, non-conformities, etc.

• Analyze customer ordering patterns and make recommendations to improve material efficiencies

• Set up new items (parts/products) as necessary

• Monitor training & goal completion from assigned team members

• Travel to customer locations and trade shows as required

• Maintain regular, predictable physical attendance

EDUCATION & EXPERIENCE

• 2 degree required, 4 year degree preferred; or equivalent years of experience in related field

• 3 or more years' experience in customer service or related position preferred

• Valid Drivers' License required

SKILLS & ABILITIES

• Computer literate with ability to effectively utilize Excel, Word, email, Power Point

• Ability to learn quickly and retain a large amount of detail regarding customer and products

• Strong organizational skills with high attention to detail

• Ability to deal effectively with changes in customer orders, notifying production if already in process

• Ability to communicate clearly (both verbal and written) to personnel from a variety of functional areas

• Ability to enter, manipulate and retrieve data from the computer

• Strong interpersonal skills and ability to effectively communicate with a wide variety of personnel

• Knowledge of principles and processes for providing the customer with top-notch, personalized service. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.

• Must be able to work well with many types of people and must be able to build good relationships with clients and with other members of the support services, operations, accounting, and sales teams

PHYSICAL DEMANDS AND WORK ENVIRONMENT

• General office environment. Personal protective equipment required in warehouse and manufacturing environments.

• Frequently required to talk, hear, sit, and use hand to finger (key or write), handle, or feel.

• Occasionally required to stand, walk, and reach with hands and arms.

• Repetitive computer and administrative tasks require constant hand activity, including: gripping/grasping, writing and/or typing.

• Fast paced environment.

• Irregular and long hours may be required.

OTHER

• The duties of this job may vary slightly across divisions and locations. This job description is not designed to cover or contain a comprehensive listing of all activities, duties, or responsibilities that are required of the employee for this job.

• To perform this job successfully an individual must be able to perform each essential function satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.