Customer Service Manager

POSITION OVERVIEW:

Supervises the customer service department personnel. Ensures orders are processed correctly and on time to ensure customer satisfaction.

POSITION FUNCTIONS*

Percentage

Position Functions

40%

Leadership and Management

• Lead all aspects of the Customer Service department including back-up for all department duties, hire new associates, train associates, complete and review associate performance, and provide address performance issues as necessary.
• Monitor and maintain time off records for department associates.
• Produce and monitor an annual budget.
• Contribute to the review and development of customers service-related company policies.

60%

Customer Service

• Conduct bi-annual customer service survey per ISO 13485 requirements.
• Work closely with shipping and purchasing on backorders, questions on orders, routing, substitution, errors and claims.
• Manage the AvaTax system to ensure we have complete and accurate customer sales tax exemption certificates logged.
• Oversee the credit card processing responsibility for the department. Maintain current and accurate pricing for requested customer categories in SAP.
• Maintain customer and product information including customer maintenance screen as required by our customers.
• Manage the production of planograms for proposed displays.
• Resolve escalated customer complaint calls.
• Produces monthly reports, as required.
• Review and approve monthly billing from UPS and FedEx.
• Process all special pricing, orders, claims, etc.

NA

Other duties as assigned to meet the needs of the organization.

• Position Functions for this position consist of all items listed under any category that make up 5% or more of the position duties. This position description is subject to change without notice.

MINIMUM QUALIFICATIONS

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Associate degree in business, administrative services, marketing or other related field or an equivalent combination of education and experience sufficient to perform the position functions of the job.

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Five or more years of customer service, inside sales or other related experience.

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Three or more years of progressive leadership and management experience.

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Ability to understand and comply with the Mueller Quality System and current regulatory requirements.

REQUIRED SKILLS

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Exercises judgment within broadly defined practices and policies.

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Makes sound decisions based on analysis, discussion, experience and judgment.

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Demonstrated team player with active participation in meetings.

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Demonstrated ability to maintain composure and professionalism while addressing difficult customer issues.

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Selects, evaluates, and engages team members.

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Strong planning and project management skills.

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Strong ability to transition efficiently from working independently to working collaboratively.

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Anticipates emerging and future trends accurately based on broad knowledge and perspective.

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Strong written and verbal communication skills, with ability to communicate at all levels of the organization including with the board.

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Communicate a vision and providing motivation and direction to team members.

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Develops and maintains interpersonal relationships.

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Strong organizational and problem-solving skills, attention to detail, and the ability to balance multiple priorities.

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Advanced use of Microsoft products, including Word, Outlook and Excel, and related industry applications.

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Creates focus and eliminates roadblocks for team members.

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Develops and manages a budget.

Responsible to appropriately protect the confidentiality, security, and integrity of the organizations systems and data as well as client data.

PHYSICAL REQUIREMENTS

While performing the duties of this job, the team member is required to have ordinary ambulatory skills; ability to stand or sit, bend or stoop, and manipulate (lift, carry, move) light weights of up to 20 pounds. Requires good hand-eye coordination, arm, hand and finger dexterity, including ability to grasp, and visual acuity to use a keyboard, operate office equipment and read. The team member frequently is required to sit, reach with hands and arms, talk and hear. Position requires frequent typing.

Notice: The information on this description has been designed to indicate the general nature and level of work performed by team members within this classification. This job description is not designed to contain or be interpreted as a comprehensive inventory of all tasks, responsibilities and qualifications required of team members assigned to this job. Position functions, responsibilities and activities may change at any time with or without notice.