Customer Service Relationship Manager - Fotof - The Partner Companies : Job Details

Fotofab has been an innovator in photochemical machining, sheet metal design, and engineered manufacturing solutions for over half a century. The organization was founded in 1967 to offer the cost and delivery advantages of photochemical machining to industry leading manufacturers across diverse industries such as electronics, aerospace, microwave, automotive, energy, medical, etc.As an AS9100D and ISO 9001 certified organization, Fotofab's 18,000 square-foot manufacturing facility is based in Northwest Chicago (adjacent to the Kennedy Expressway and less than 30 minutes from O'Hare Airport). Their plant houses multiple etching machines, a best-in-class clean room and a thoroughly equipped CAE/CAD department. Additionally, Fotofab has a second location in Elk Grove Village (just west of O'Hare). This 6,500 square-foot forming facility houses a complete tool and die shop, along with a stamping press and numerous machines to form etched blanks supplied by the Chicago location.Position SummaryThe Customer Service Relationship Manager plays a pivotal role in fostering and maintaining strong relationships with our valued customers. This position requires a combination of excellent communication skills, problem-solving abilities, and a deep understanding of our products and services.Responsibilities:

• Customer Relationship Management:
  • Establish and nurture relationships with existing and potential customers through regular communication and personalized interactions
  • Proactively identify customer needs
  • Resolve customer inquiries, complaints, and issues in a timely, effective, and professional manner.
  • Foster customer loyalty and satisfaction through exceptional service.
  • Maintaining clear communication with customers regarding order status, and delivery schedules.
• Sales Support:
  • Provide support and product information to customers.
  • Provide requested information through customer portals
  • Maintaining and updating customer accounts in the CRM system, ensuring all interactions and transactions are documented.
  • Regularly exchanging information about customer preferences, feedback, and pain points to help sales teams tailor their approach.
• Account Management:
  • Manage customer accounts, ensuring timely order processing and delivery.
  • Monitor customer satisfaction levels and identify areas for improvement.
  • Coordinate with internal departments to ensure efficient order fulfillment.
  • Enter orders directly into ERP and CRM, ensuring accuracy and timeliness.
  • Review purchase orders to verify accuracy and completeness.
  • Analyze and document recurring customer issues to identify trends and lead continuous improvement efforts.
  • Collaborate with other departments at Fotofab to resolve customer issues and ensure customer satisfaction.
  • Maintain open and proactive communication with customers throughout the order lifecycle, providing updates on progress and addressing any concerns.
• Team Leadership:
  • Provide training and development opportunities to enhance team performance.
  • Foster a positive and collaborative work environment.
  • Participate in regular meetings to discuss customer insights, sales strategies, and performance metrics, fostering alignment between teams.

Qualifications:

• Bachelor's degree in business administration, marketing, or a related field.
• Minimum of 5 years of experience in customer service or account management in a manufacturing company.
• Understanding complex order entry requirements and scheduling jobs
• Detail oriented, able to manage complicated
• Able to thrive in fast pace environment
• Strong communication and interpersonal skills, both verbal and written.
• Excellent problem-solving and negotiation abilities.
• Proven ability to build and maintain strong customer relationships.
• Knowledge of manufacturing processes and industry standards (preferred).
• Proficiency in CRM software and Microsoft Office Suite.

Benefits:

• Competitive salary and benefits package
• Opportunities for professional growth and development
• Collaborative and supportive work environment

If you are a passionate and results-oriented individual with a strong customer focus, we encourage you to apply for this exciting position at Fotofab.Equal Employment OpportunityIt is the policy of Fotofab to provide equal employment opportunities to all employees and employment applicants without regard to unlawful considerations of race (including natural hair and hairstyles including afros, braids, twists, and locks), religion (including religious dress and grooming practices), creed, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, sex (including pregnancy, breastfeeding, lactation, and related medical conditions), gender, gender identity, gender expression, age, sexual orientation, or military and veteran status or any other classification protected by applicable local, state or federal laws. This policy applies to all aspects of employment, including, but not limited to, hiring, job assignment, compensation, promotion, benefits, training, discipline, and termination. Reasonable accommodation is available for qualified individuals with disabilities, upon request.