Customer Service Manager at Materion in Buffalo, NY
Under the direction of the Director of Sales, the Customer Service Manager is responsible for leading a team of high performing Customer Service Representatives. The Manager oversees and improves the daily functions and processes of the Customer Service Department. The Manager ensures the department provides a superior customer experience to our customers. In addition, the Customer Service Manager monitors all Customer Service order management functions including, but not limited to; order entry, issues with products, service inquires, returns and, credits. You Will Have the Opportunity To:
Manages the activities and overall performance of the Customer Service Representatives through goals and metrics. Assures team members are fully trained and continuously engages in professional development through coaching and counseling. Demonstrates a One AM & One Materion approach by identifying and capitalizing on opportunities to capture scale and drive best in class processes. Interfaces directly with management and department heads in Corporate headquarters and manufacturing sites. Handles customer escalated issues as necessary. Researches the most complex issues and determines root cause and corrective action. Ensures timely follow up activity with customers, sales and appropriate parties. Manages associate hiring, retention, coaching, and progressive disciplinary process as necessary. Coordinates employee schedules, as well as, monitors and approves employee timecards. Completes all duties of a Customer Service Representative, including but not limited to communicating with assigned customers, entering orders, providing quotes, and following up on shipments. REQUIREMENTS:
Bachelor's Degree in related field Minimum of 10 years sales-oriented customer service experience Managery experience and demonstrated leadership capability Technical system proficiency, SAP experience preferred Ability to lead individuals and manage Materion processes to ensure that customers receive a quality customer experience. Ability to handle high profile issues, complex customer situations, and escalated customer calls; maintains composure and positive attitude. Must be a confident and strong decision maker with ability to balance customer needs versus company objectives. Must have the ability to work collaboratively with cross functional departments. Strong leadership, coaching and mentoring skills. Skilled in building teams in positive working environment.
Salary Range:
$150K -- $200K
Minimum Qualification
Operations ManagementEstimated Salary: $20 to $28 per hour based on qualifications.
Manages the activities and overall performance of the Customer Service Representatives through goals and metrics. Assures team members are fully trained and continuously engages in professional development through coaching and counseling. Demonstrates a One AM & One Materion approach by identifying and capitalizing on opportunities to capture scale and drive best in class processes. Interfaces directly with management and department heads in Corporate headquarters and manufacturing sites. Handles customer escalated issues as necessary. Researches the most complex issues and determines root cause and corrective action. Ensures timely follow up activity with customers, sales and appropriate parties. Manages associate hiring, retention, coaching, and progressive disciplinary process as necessary. Coordinates employee schedules, as well as, monitors and approves employee timecards. Completes all duties of a Customer Service Representative, including but not limited to communicating with assigned customers, entering orders, providing quotes, and following up on shipments. REQUIREMENTS:
Bachelor's Degree in related field Minimum of 10 years sales-oriented customer service experience Managery experience and demonstrated leadership capability Technical system proficiency, SAP experience preferred Ability to lead individuals and manage Materion processes to ensure that customers receive a quality customer experience. Ability to handle high profile issues, complex customer situations, and escalated customer calls; maintains composure and positive attitude. Must be a confident and strong decision maker with ability to balance customer needs versus company objectives. Must have the ability to work collaboratively with cross functional departments. Strong leadership, coaching and mentoring skills. Skilled in building teams in positive working environment.
Salary Range:
$150K -- $200K
Minimum Qualification
Operations ManagementEstimated Salary: $20 to $28 per hour based on qualifications.
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