Customer Relations Manager

Summary: 

Reporting to the Director of Operations Support, the Customer Relations Manager is responsible for overseeing the customer service and production scheduling functions and is accountable for establishing appropriate customer satisfaction parameters and guiding the organization toward the provision of a consistent and exceptional customer experience.

Essential Duties and Responsibilities:

This list of duties and responsibilities is not all-inclusive and may be expanded to include other duties and responsibilities as management may deem necessary from time to time. 

• Develop, implement, and maintain customer service and scheduling policies and procedures.
• Prioritize, schedule, and delegate work assignments as part of direct supervision of Customer Service and Scheduling staff.
• Lead the Customer Service and Scheduling teams to ensure aligned objectives between the manufacturing department and the customer needs.
• Develop and nurture customer relationships. May include up to 10% travel, including international.
• Estimate delivery dates for customers to deliver optimal customer service.
• Participate in or lead cross-functional teams to address customer concerns, projects, and improvement initiatives.
• Recommend product or service improvements based on customer experiences.
• Partake in negotiations for annual process adjustments and long-term agreements with customers.
• Manage the completion and maintenance of all required customer documentation.
• As part of the AROW Global team you will need to understand the AROW Business System policy and objectives and how you affect conformance to them.

Qualifications:

• Technical college or bachelor’s degree or ASCM credentials preferred; specific related experience in lieu of a degree will be considered.
• Prior customer service and/or production planning experience required (preferably in a manufacturing environment)
• Proven exceptional customer service and relationship-building skills.
• Highly organized and able to multi-task with a strong understanding of ERP/MRP processes and software
• Self-driven and works well without supervision.
• Ability to work well under pressure.
• Strong verbal, written, presentation, and interpersonal communication skills.
• Proficient computer skills, including Microsoft Office programs (Outlook, Word, Excel).
• U.S. passport or ability to obtain prior to international travel.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

While performing the duties of this job, the employee is regularly required to use hands to handle, or touch objects, tools, or controls. The employee is frequently required to sit. The employee is occasionally required to stand, walk, talk, or hear.

AROW is an Equal Opportunity and Human Rights Employer and complies with Federal and State/Provincial regulations at all U.S. and Canadian locations.

The above statements reflect the general details necessary to describe the principle functions of the occupation described and shall not be construed as a detailed description of all the work requirements that may be inherent in the occupation.