Customer Service Manager

Position Type
Full-time permanent
Business Area / Division
Customer Services
Location
USA - Houston
Job Advert Description

What Will You Do?

  • Lead and motivate staff to ensure that high-quality customer service provided
  • Obtain knowledge of Survitec’s products and provide accurate details regarding them to all inquiring parties
  • Follow and apply company policies
  • Manage daily operation of the customer service function within the Americas region and directly supervise a team of Customer Service Coordinators
  • Assist in creating and presenting customer business reviews
  • Review Request for Quotes (RFQs) and orders with responsible Customer Service Coordinator(s) to ensure that they can assist the customer the most expeditious manner
  • Review credit memos and RMA’s
  • Review Customer Complaints and investigate all issues that arise and make decisions to improve customer relations
  • Provide support to the Sales team
  • Set clear team objectives and goals and deploy strategies to achieve them
  • Develop departmental procedures, policies and standards, as needed 
  • Keep accurate records and documentation
  • Analyse statistics and compile accurate reports
  • Adhere to and manage the approved budget
  • Maintain an orderly workflow while reprioritizing as needed
  • Address all complaints, queries and data requests (from customers and staff)
  • Improve customer satisfaction and company efficiency by providing ongoing problem-solving strategies
  • Update procedures, as needed 
  • Perform annual, and as needed, performance reviews of customer service team members
  • Coach, mentor and train employees, as needed
  • Review and approve weekly timesheets and absence requests of team members
  • Work with HR in the progressive discipline process for team members
  • Work with HR to recruit new team members, as needed
  • Participate in Management team meetings
  • Cross train CSR team to enter different order and business types
  • Building and maintaining relationships
  • Review and submit invoices and/or Request for Quotes (RFQs) for approval

What Do We Need From You?

  • Education/Experience:
    • Associate’s degree in Sales & Marketing or 3 years of related job experience
  • Software: 
    • Microsoft Outlook
    • Microsoft Word
    • Microsoft Excel
    • Microsoft PowerPoint
    • Sage or IFS, Preferred                                                                     

Work Style:

  • Attention to Detail
  • Dependable
  • Stress Tolerance
  • Cooperative      
  • Integrity
  • Initiative
  • Exigency
  • Adaptable / Flexible
  • Efficient / Enthusiastic
  • Innovative
  • Positive Social Orientation

What We Offer

  • Competitive Salary
  • Health, Dental & Life Insurance
  • Vacation and 10 Holidays
  • Short and Long-Term Disability
  • 401(k) Pre-Tax and Roth, with company match and contribution

 

Must pass a pre-employment drug screening.

Must pass a pre-employment background check.

If interested, please apply and send resume.

EOE AA M/F/Veteran/Disabled

It is the policy of Survitec not to discriminate because of race, color, religion, sex, national origin, age, marital status, genetic information, disability, sexual orientation, gender identity or because he or she is a protected veteran.

Closing Date
30/11/2018

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