Customer service manager - detecto

Summary/Objective

The Customer Service Manager is responsible for supervising the daily business operations of the Detecto customer service department, providing effective customer service for all internal and external customers by using excellent, in-depth knowledge of company products and programs as well as communicating effectively with team members within the customer service department, or may specialize in assistance with parts related issues.

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Supervise the daily business operations of the DETECTO customer service department.
• Interact with customers in a friendly and professional manner and address customer enquiries and complaints in a timely manner providing world-class service.
• Answer escalated questions and concerns from customer service staff on how to respond to customers.
• Manage and communicate return authorization and delivery issues and then follow up to ensure resolution.
• Work closely with freight forwarders for international shipping expediting deliveries.
• Intercede on special requests from customers that go beyond the scope of customer service reps.
• Set goals and expectations for customer service reps and help them reach those goals by developing skills training and ongoing job coaching.
• Write detailed work instructions about various department functions for new customer service rep training and then provide that one-on-one training for new hires.
• Keep customer service team informed of new procedures, business developments, and product updates.
• Customer support for DETECTO dealers and end-users by phone, e-mail, and live chat.
• Coordinate communication between the company’s production planning, engineering, sales, shipping, and technical support departments to the customer concerning new and potential orders.
• Detailed order and quote entry into Cardinal Scale’s ERP system.
• Lead distribution to DETECTO domestic and international sales managers.
• Inside sales function to explain product selections available to customers, suggesting related and new items.
• Update job knowledge by studying new product descriptions, participating in educational opportunities, and reading brochures, manuals, and technical documentation.
• Propose topics, initiate –and at-times lead— training for Customer Service group staff.
• Provide technical explanations and features to customers about product connectivity and usage.
• Reports to Vice-President of Marketing & Customer Support.

Competencies

• Driven: Must be highly self-motivated and instill quality of service in department team members.
• Detail Oriented: Highly detailed data entry skills requiring meticulous levels of detail.
• Communication Proficiency: Extraordinary verbal and written communication abilities.
• Teamwork: Ability to communicate across various internal departments and package information for the customer.
• Technical Capacity: Position entails products with sophisticated electrical and mechanical components.

Required Education and Experience

• Associate’s or bachelor’s degree in Business, Technology, Communication or Electronics or equivalent experience in related field.
• Three years of experience in customer or technical support via, phone, email, and fax.

Preferred Education and Experience

Bachelor’s degree in Business Management, General Business, Engineering Technology, Communications, and/or a background in healthcare, electronics, mechanical or technology fields.

Position Type/Expected Hours of Work

This is a full-time position. Hours of work are Monday through Friday, 8:00am to 5:00pm, 40 hours per week. Overtime may be required based on business needs.

Benefits

Benefits for full-time employees include Paid Time Off, medical, dental, vision, life & disability insurance, 401k matching, Employee Referral Program, and Employee Assistance Program.