Customer Service Manager bei None

Our Marine organization is a trusted provider of innovative solutions for the worldwide boating and boat building industry, and we recently expanded our scope to lead the boating industry into an electrified future. Dometic has won numerous NMMA Innovation Awards over the years, and we are always striving for new ways to make boating easier, safer, and more enjoyable.

We are on a journey of continuous growth – now looking for our next star – a passionate Customer Service Manager. This position reports to the General Manager and will work in Limerick, Pennsylvania.

About the position

As Customer Service Manager of the Limerick team, you will be involved in the for day to day hands on management of Customer Service. You will be responsible for developing and maintaining superior levels of quality customer service for internal and external customers, focusing on overall customer satisfaction.

Your Main Responsibilities

• Maintain the highest level of customer satisfaction
• Manage/Mentor Customer Service Representatives
• Establish, maintain and implement departmental policies and procedures
• Escalation point for critical customer issues within the organization
• Responsible for testing and implementation of system procedures
• Oversee day to day departmental activities
• Establish departmental guidelines/expectations
• Ensure training needs of department are met
• Provide departmental training as needed
• Ensure compliance of ISO and Sarbanes Oxley procedures
• Participate in ISO and Sarbanes Oxley audits
• Departmental budget accountability
• Participate in daily production meetings
• Represent voice of the customer, both internal and external
• Maintain customer account information in data base         
• Maintain customer files
• Handle customer inquiries in a timely manner for product information, pricing, order status, product availability, expediting, shipping information, technical questions, etc.
• Responsible for accurate and timely processing of customer purchase orders, changes and cancellations
• Communicate with Materials, Purchasing, Manufacturing, Shipping and Quality on meeting customer order requirements
• Responsible for order management, focused on meeting on time delivery requirements of customers while maintaining corporate objectives
• Responsible for review and processing of customer RGA’s, credit memos and debit memos
• Research and resolve customer claims of shortages, mis-shipments, etc. Process necessary transactions required for resolution
• Communicate with internal and external customers on customer related matters/inquiries
• Special Projects as required

What do we offer?

You are offered an interesting role in a dynamic, fast paced and global environment with great opportunities to grow, evolve with the company and take on new challenges.

• Medical/Dental/Vision Insurance
• Employee Assistance Program (EAP)
• Disability insurance (STD/LTD)
• 401 (k) with company match
• PTO
• Company defined holidays and two floating holidays for you to use as you choose
• Paid maternity/paternity leave
• Tuition assistance
• Membership reimbursement (wholesale club and gym)
• Employee discounts on our incredible products
• Opportunities to make an impact

Skills & Requirements

A suitable background would be a solid experience within Customer Service and manufacturing as well as the following qualifications and experiences:

• A minimum of a Bachelor’s degree in Business or equivalent degree OR 10 years of experience within customer service manufacturing
• Previous experience in customer service in a manufacturing environment
• Hands-on experience entering orders, communicating with customers

To be successful in this role, we believe that you possess the following skills, competencies & characteristics:

• Ability to communicate positively with customers
• Problem resolution skills
• Accurate data entry skills

Dometic’s Core Values

To thrive and succeed in this role, you understand the importance of our core values – Together We build our future, We play to win, We embrace change and We walk the talk; these values reflect the heart and soul of Dometic and they define what it takes to work here and how we do things.

Are you our next star? Then we would love to see your application. Selection is being made on a running basis.  If you have any questions regarding the position, please contact Fred Nowotarski, Director, HR at [email protected]

Dometic is passionate about building together an inclusive and equitable working environment, that respects individual strengths, views, and experiences. We believe that diversity enables us to thrive across our differences. Be yourself and join us!

Dometic is proud to be an equal opportunity employer. Dometic evaluates qualified applicants without regard to race, color, religion, age, gender, national origin, disability status, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.