Customer Service Manager
hace 18 días
Rochester
Job DescriptionDescription: ROLE GS Optics provides reliable, measurable, and high-quality customer service by adding an experienced customer service manager (CSM) to the sales team. The ideal candidate for this position is a person who can demonstrate strong and capable leadership qualities with an ability to resolve all types of customer inquiries, support quote requests, order entry and scheduling in a timely manner to ensure the highest level of customer satisfaction. QUALIFICATIONS & EXPERIENCE • A 2-year degree, 4-year degree desired or equivalent experience., • 5+ years of experience in Customer Service Administration within a manufacturing company, preferably in high volume optics or similar product technology., • Advanced proficiency with Microsoft Office (Outlook, PowerPoint, Excel, Word)., • Advanced proficiency with SAP, Salesforce, Hubspot, NetSuite, MRP and ERP software tools., • 3+ years’ experience with optical products, subsystems and instruments., • 5+ years’ experience supporting OEM instrument manufacturers., • 5+ years in a customer-facing role for a manufacturing or high-tech products. company, preferably in high volume polymer/glass optics., • Experience supporting customers in regulated industries and with ITAR., • Clear verbal and written communication skills, and strong customer negotiation skills., • Familiarity with management techniques to deal with customers and negotiations., • Supports the Sales team in the creation of cost and price sheets for quotes., • Review order details to ensure accuracy, such as pricing, quantity, description, and shipping information with timely entry., • Process customer orders by adding item numbers to the inventory system, contact operations to acquire items that are out of stock, and update customer accounts with purchase details., • Communicate with customers regarding order status and resolution of problems or issues., • Use Sales Management Systems to input and track order fulfillment and maintain and monitor production schedules., • Participate in customer calls to provide updated shipping information., • Create invoices according to company practices; submit invoices to customers., • Create and maintain a database of customers., • Collaborate with Manufacturing and Finance in the creation of new product numbers and new customer setup. Provide new customers with pertinent paperwork to complete enrollment., • Supports Quality with customer RMAs and technical product issues and after-sales service – Warranty returns and customer complaints., • Leads customer/production meetings and contract reviews for order placement., • Supports GS Optics Site Finance Controller with customer collections., • Works across functional teams, in Sales, Operations, Quality, Program Management and Finance to effectively and efficiently support customer needs., • Maintain a deep understanding of company products and services to accurately answer customer questions., • Report weekly on key performance metrics., • Ability to be a leader in the role balancing customer advocacy and the needs of the business., • Interpersonal skills and problem-solving skills., • Ability to maintain customer confidentiality., • Ability to work collaboratively across functional teams to achieve results and meet key performance metrics across all aspects of customer support., • Acts with independence in performing critical job functions., • Excellent interpersonal, communication and presentation skills., • Ability to comprehend and communicate effectively with Global customers, distributors, and principals at different purchasing, engineering, and management levels., • MS Office, Email, CRM, ERP, MRP, and order entry., • Communicate and deal effectively with differences of opinion., • Understand financial reporting for sales and operations., • Interact with all levels of personnel and customers., • Solve problems in a timely and quality manner., • Handle multiple priorities and complex issues involving external and internal priorities., • Excel in a cross-organizational Global team environment., • Develop reports and business correspondence. The Company is committed to providing equal employment opportunities for all employees and applicants for employment. The Company does not discriminate in employment opportunity or practices on the grounds of gender, race, religion or belief, age, disability, sexual orientation, gender identity, protected veteran status, or any other characteristic protected by national laws under which the Company operates. In the instance that the position will involve having access to items and technical data that may be controlled under U.S. export laws and regulations ("U.S. Export Control Laws"), including but not limited to the Export Administration Regulations ("EAR") and the International Traffic in Arms Regulations ("ITAR"). To comply with the U.S. Export Control Laws, and in conjunction with the review of candidates for those positions within G&H that may present access to export-controlled technical data, G&H must assess whether candidates are "U.S. persons" as defined under the EAR (15 C.F.R. Part 772) and the ITAR (22 C.F.R. § 120.15). Certain questions asked during the application process are intended to assess this and will be used for evaluation purposes only. Failure to provide the necessary information in this regard will result in our inability to consider you further for this position.