Customer Service Account Manager

POSITION SUMMARY:

Plans, coordinates, and manages the activities of the Customer Service team to maintain and enhance customer relationships and meet organizational and operational objectives. Reports to the Director of Marketing and Customer Care.

RESPONSIBILITIES AND DUTIES:

• Manages daily Customer Service operations by planning, prioritizing, and delegating work; ensures team standards are met, customer accounts are managed according to requirements, and support is provided to resolve issues.
• Evaluates staff performance and identifies and addresses training and coaching needs within the team. Ensures the team has the resources and tools needed to deliver quality customer service.
• Supervises the achievement and maintenance of agreed customer service levels and standards; identifies and implements strategies to improve service quality and productivity; monitors progress and adjusts actions as needed.
• Manages customer issues and ensures effective, long-term resolution. Handles complex and escalated customer service issues and ensures concerns are tracked through resolution.
• Ensures all work instructions for OEM customers are documented and maintained, including the master list of portals and logins.
• Maintains master OEM customer ship schedules and portals and ensures customer requirements are accurately communicated.
• Oversee the customer interface of EDI processes, working with internal teams to justify ROI and IT to implement.
• Works closely with Shipping to ensure products are shipped on time and complete.
• Analyzes customer scorecards and follows up to meet on-time shipment requirements.
• Investigates shipping debits and provides documentation and details to Accounts Receivable.
• Coordinates with Operations, Supply Chain, Engineering, and other departments to ensure customers receive accurate and timely information on order status and changes.
• Develops, maintains, and implements Customer Service work instructions in DMS; defines global Customer Service standards and metrics; and modifies them as needed to accommodate requirements by location.
• Coordinates and manages customer service projects and initiatives.
• May manage customer account(s) as necessary and provide backup to the teams' accounts as needed.

MINIMUM QUALIFICATIONS:

• Education: Bachelor's degree or equivalent experience.
• Experience: Minimum of 5-7 years of Customer Service experience.
• Excellent interpersonal, oral, and written communication skills.
• Experience with ERP systems; SAP required. Proficiency with Microsoft Office products.
• In-depth knowledge of customer service principles and practices

Base Pay Range: $80k-$110k

Compensation Disclosure:

At Phillips and Temro Industries, base pay is one part of our total compensation package and is determined within a range. This provides the opportunity to progress as you grow and develop within a role. The base pay range for this role is listed above. Your base pay will depend on your skills, education, qualifications, experience, and location. The final salary offer will be based on these criteria and may differ based on the candidates experience and qualifications and other job-related reasons. If you have any questions about the salary range, the compensation structure, or benefits offered feel free to reach out to HR@phillipsandtemro.com

Benefits Available to Full-Time Employees:

• Health insurance, dental, and vision (cost-share)
• HSA/FSA
• STD and LTD (company provided)
• Basic Life and AD&D (company provided)
• Voluntary Supplemental Life
• EAP (company provided)
• Voluntary Accident, Critical Illness and Hospital Indemnity
• 401K plan with employer match
• Paid time off (PTO) and holidays
• Volunteer hours
• Annual bonus based on company performance
• Tuition Reimbursement
• Safety shoe and safety glasses reimbursement