IDEX Customer Service Manager in Mansfield, Ohio

Title: Customer Service Manager

Business Unit: Warren Rupp

Location:

800 North Main St.

Mansfield, Ohio, 44901-1568

United States

Function: Sales

Description:

KEY RESPONSIBILITIES

*Support and train Customer Service (CS) team to ensure

the timely and efficient input of customer orders received by Email,

E-Commerce (Sales Portal), EDI, etc. into business system (JE

Edwards). Define and monitor CS key

success metrics order error, order entry accuracy, customer response

time, assure customer satisfaction, minimize customer service driven

credits

*Coordinate the internal activities of all departments involved in achieving customer commitments

*Define key actions/processes to assure that metrics are achieved

*Lead customer service in key review teams (RSM, Customer Complaint / Quality) to drive continuous improvement results

*Establish best practices and train CSRs to assure compliance with defined processes

*Assure the team is motivated and capable to meet expectations and goals

*Ensure departmental goals and KPIs are aligned with the business strategy

*Implement program and technical training schedule to allow the team to quickly respond to customer questions

*Establish departmental expectations and create standard work instructions and training documentation to support new hires and develop current team

*Work with Leadership team to define CS strategies to support RSM’s activity and target growth

*Participate and drive continuous improvement efforts by identifying problems and process inefficiencies and championing solutions across functional groups

*Investigate customers’ complaints and seek resolution in a timely manner

*Handle escalation issues that cannot be resolved by CSR or require further investigation. Resolve all major incidents and order issues in timely manner

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:

*Bachelor's degree in a business discipline preferred Minimum

of five (5) years of Customer Service experience, with supervisory or managerial experience preferred. *Capacity to design, develop, and implement a roadmap for the CS functional groupProven

track record of leading initiatives/projects to achieve business resultsAble to accurately assess key business metrics and situations from an operations point of view

*Demonstrated mastery of a variety of CS tools (EDI, portal, export tracking, etc)

*Excellent writing and administrative skills, including computer skills (word processing,

graphics, spreadsheet, etc.)

*Project management skills

IDEX is an equal opportunity employer Minorities/Females/Protected Veterans/Disabled

REQ ID: 2154