Customer Service Manager - HSM : Job Details

Overview

The Customer Service Manager will strive to reduce any friction in service delivery by creating an environment of success where team members feel empowered and able to do their jobs, which, in turn, ensures that customers are satisfied with the service they receive. Key responsibilities will be directing the roles of scheduling/planning, customer service and inventory. Monitor team productivity and address issues as they arise to ensure maximum efficiency and consistent service experiences. Individual must be highly versatile, energetic, problem solving individual. A strong candidate will have excellent skills in the areas of: communication (both written and verbal), organization (physical and electronic), collaboration and interpersonal interactions.

Company Summary I

PTI is an ISO Certified innovative foam manufacturer and designer of custom engineered foam extrusions for packaging, mattresses, furniture, recreational, toys, fitness products, and pipe insulation for HVAC and plumbing industries. PTI utilizes cutting edge technology to create unique foam shapes and formulations. We pride ourselves on adapting to your business needs all while having the fastest “concept to product” turnaround times in the industry.

PTI is a business unit of HSM, headquartered in Hickory, NC since 1983. Our commitment to excellence goes far beyond our products and processes; it is centered on the people who make it all possible. If you're interested in learning more about our company culture, as well as the benefits we offer our employees, please visit our website or social media pages.

Responsibilities

• Develop and implement customer service policies and procedures.
• Define and communicate customer service standards, including a streamlined process from receipt of order to final shipment preparation.
• Direct the daily operations of the customer service team and scheduling/planning.
• Plan, prioritize and delegate work tasks to ensure proper functioning of the department with the intent of maximum customer satisfaction and retention.
• Ensure the necessary resources and tools are available for quality customer service and product delivery.
• Review customer complaints and handle complex and escalated customer service issues.
• Direct scheduling to ensure customer orders are produced for 100% on time shipment.
• Monitor purchasing and inventory role to ensure raw materials are ordered based on sales data while maintaining minimal inventory levels.
• Oversee inventory cycle counts to verify accuracy in raw materials and finished goods.
• Monitor accuracy of reporting and data base information.
• Make certain there is timely closure of all outstanding purchase orders, work orders and sales orders. (In all business systems.)
• Identify and implement strategies to improve quality of service, productivity and profitability.
• Communicate with company management to support and implement growth strategies.
• Co-ordinate and manage customer service, scheduling, planning, and purchasing projects and initiatives.
• Report and track daily sales to ensure budget requirements are met.
• Evaluate and performance manage staff to identify and address staff training and coaching needs
• Other duties as assigned by supervisor or plant manager

Additional Responsibilities

• Responds to customer requests and questions regarding service, product, and account information.
• Accountable for accurate input and understanding of orders by fax, phone, email, etc.
• Ensures accurate and appropriate access and updates to all customer records electronically.
• Resolves customer complaints through analysis and follow-up.
• Establishes and further develops process & procedures to timely and accurately alert operations, sales, accounting, credit, & shipping Departments regarding customer concerns.
• Obtain documentation on orders that issue arises concerning late delivery, change in order, quantity etc.
• Resolves any billing and receiving issues both internal & external customers.
• Follow up to ensure timely & accurate deliveries are made, and stay on top of any backorders.
• Corresponds with sales force regarding issues with received customer complaints, inquiries, orders and concerns.
• Handle accounts, billing, restock orders, and Inventory issues as required.
• Establish and maintain monthly reports, and analysis on On-Time Deliveries and Feedback Log.
• Maintain Customer Survey log and follow-up monthly.
• Participate in daily Productions meeting with the plant.
• Assist Customer Service Clerks when needed.
• Attends Monthly Management Review meetings.

Qualifications

• Previous customer service management or minimum of five years related experience.
• Proficiency with MS Office software including MS Project.
• Three or more years of experience using MRP/ERP systems.
• Minimum four years' experience with scheduling, planning, inventory and operations management.
• Possess strong knowledge of raw materials, production processes, BOM, and other techniques for effective manufacture scheduling and distribution of goods.
• Ability to extract and compile a range of data from written sources, individuals, or data bases
• Capable of understanding complicated written instructions, memoranda, and orders.
• Ability to effectively present information and answer questions from managers, customers, sales force, etc.
• Ability to thrive in a high energy, high growth dynamic environment.

Top Benefits

As a Customer Service Manager at HSM, you'll enjoy:

• 401k Contribution Match up to 4% (100% Vested from Day 1), 9 paid holidays, 3 weeks of Vacation (eligibility after 60 days), Affordable Total Package Benefits offerings for you and your family, On-Site No-Cost Medical Clinics for you and Covered Dependents, Teladoc 24/7 ($0 copay), Global Healthcare and Tuition Reimbursement & Professional Development Assistance.

Company Summary II

At HSM Solutions our culture is built on a foundation of teamwork, innovation, and celebrating our successes together as a team. We provide our employees with the tools and resources they need to achieve their goals and to make a meaningful impact on our customers, our company, and our communities. If you're looking for a place that's not just a job, but a spot where you can grow and make a real impact, then HSM Solutions is the place for you.

Contact Information

If you would like to apply for a position, please visit our career site at www.hsmsolutions.com/careers for a prompt response from our recruitment team. If you have any questions or would like to follow up on your application, please don't hesitate to contact us at [email protected].

If you can't find a job opening that aligns with your skills and interests, Join our talent network today! to stay informed about the latest company news, upcoming events, and new career opportunities that are tailored to your unique talents. Simply sign up today to get started!

EEOC

HSM prohibits discrimination based on any protected status, workplace harassment/bullying, and retaliation for filing a complaint or providing information related to a complaint. HSM provides equal employment opportunity to all employees and applicants without regard to an individual's protected status: race/ethnicity, color, national origin, ancestry, sex/gender, gender identity/expression, sexual orientation, marital/parental status, pregnancy/childbirth or related conditions, religion, creed, age, disability, genetic information, veteran status, or any other protected status.