Customer Service Manager

Country
USA
City
Gastonia
Section
Other
Level
Professionals
Contract type
Permanent

Your challenge

  •  Manage customer support for all Mann + Hummel and Purolator direct customer
    •  Ensure continuous improvement in department function
    •  Manage contract review, customer specific requirement adherence, and customer issue resolution
    •  Research, and analyze customer and market data to determine trends, fluctuations, and concerns. Communicate this information to both sales and operations for development of strategy in new and existing business, development of annual business plan, and product line review
    •  Ensure import/export requirements are met
  •  Directly supervise 2 other managers
    •  Manage employee development and performance
    •  Monitor daily customer interactions for opportunities to improve
    •  Ensure customers are highest priority
    •  Ensure requirements are communicated to manufacturing clearly and timely
  •  Ensure processes are developed and followed for Customer Service activities including New Product Introductions, customer issue resolution, and delivery performance reporting and resolution
  •  Be the “Voice of the Customer” to the entire organization
    •  Ensure customer requirements are understood and met
    •  Analyze and report out on customer forecast, demand fluctuations, and concerns
    •  Ensure the customer is the priority
  •  Ensure compliance with TS16949 within the department
  •  Establish and ensure compliance with annual budget
  •  Establish and manage the achievement of goals and objectives within the department

Your profile

Education:

  •  Bachelor’s Degree required

Experience:

  •  5-7 years’ of extensive Customer Service leadership or management experience with OEM/OES teams.
  •  Understanding of automotive aftermarket distribution.

Required Skills:

  •  Can set direction and goals as well as manage a team to meet goals
  •  Must be computer savvy with a good understanding of Microsoft Office programs
  •  Strong decision-making skills and the ability to solve complex problems
  •  SAP and Service Center management skills
  •  Excellent Project Management skills
  •  Excellent verbal and written communication skills (multi-lingual is a plus)
  •  Ability to communicate at all levels with tact
  •  Must be able to work as part of a team or individually
  •  Self-motivated, energetic and has a flexible approach to work
  •  Has a passion for World Class Customer Service
  •  Passionate, inspirational and motivational; yet firmly rooted in the realities of everyday distribution and customer related issues and agendas

Preferred Skills/Experience:

  •  Supplier portal experience

Are you full of ideas? Are you keen to take on responsibility and really achieve something? Then our doors are open to you. This is a company that lives out its values, gives people the freedom to use their own initiative, offers many development opportunities and many exciting projects – all of which awaits you here.