CUSTOMER SERVICE MANAGER at None

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

• Identify and report on key customer satisfaction measurements.
• Monitor customer satisfaction levels and proactively identify areas for improvement.  
• Maintain documents and ensure team is working in accordance with ISO procedures.  
• Hold regular team meetings.  
• Spearhead investigation and drive resolution of customer care issues
• Serve as SME of all customer service functionality in ERP system (currently Epicor). 
• Serve as an escalation point for front-line CSRs.
• Manage team members, establish performance goals and conduct coaching and training, performance management, and regular evaluations.
• Administer company policies and procedures.
• Identify customer service trends and recommends service enhancement programs and/or activities.
• Collaborate and partner with Sales and Marketing to support initiatives.
• Work cross-functionally to meet customer and business needs
• Maintain job knowledge by participation in educational opportunities, appropriate networking and professional organizations.
• Develop and maintain deep knowledge of DNP’s customer base and their needs

SUPERVISORY RESPONSIBILITIES

This position supervises the Customer Service employees and Order Entry Supervisor.

QUALIFICATIONS 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION AND/OR EXPERIENCE 

• 5-8 years people management experience
• Bachelor’s Degree in management and/or communications preferred  
• Demonstrated experience in customer service / CS management in a business environment involved with physical product
• Manufacturing industry experience a plus
• Bilingual in Spanish/Portuguese a plus
• Extensive experience and knowledge of Microsoft Office products, ERP systems, etc.
• Strong team player, self‐starter, leadership mindset and high integrity
• Sense of urgency when dealing with customer issues and coordinating tasks
• Excellent organizational and multitasking skills
• Excellent communication skills (verbal & written) for effective vendor & internal staff communication at all levels
• Attention to detail, drives tasks to closure efficiently with error‐free end result
• Reasoning ability – the ability to apply common sense understanding to carry out written or oral instructions.  Ability to deal with problems involving a few concrete variables in standard or non-standard situations. Ability to work independently and take appropriate corrective action when minor problems arise.

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 the essential functions.

The employee is frequently required to talk or hear, sit, type, stand, and walk. The employee is occasionally required to use hands to finger, handle, or feel and reach with hands and arms. Specific vision abilities required by this job include close vision, depth perception, peripheral vision, and ability to adjust focus. May occasionally be required to lift and carry up to 30 pounds. May occasionally be required to bend, reach, squat and kneel.

SAFETY REQUIREMENTS

Due to the nature of the work performed in this job, the employee is required to wear safety glasses, steel toed shoes and hearing protection (in Coating) when spending time in Production areas.