12 Apr
Customer Service Manager
California, Pomona , 91767 Pomona USA

Vacancy expired!

The Customer Service Manager will oversee day to day operation of the Sales Support team.
  • Managing the customer service team which includes 4 employees currently.
  • Responsible for interviewing and hiring of personnel for Sales Support team.
  • Yearly performance evaluations.
  • Upkeep of departmental Policies & Procedures manuals.
  • Rotation of responsibilities to ensure all personnel cross trained in various duties of the department.
  • Monitor and maintain balance of workload within department to insure timely response to all reps/dealers/customer inquiries within the various territories.
  • Scheduling and approval of all requests for time off to ensure departments are able to continue to run smoothly during the absences as well as weekly time card approval
  • Annual update of Miscellaneous Pricing used in custom quoting process
  • Monitoring and upkeep of various tracking tools (phone logs, quality logs, quote logs, etc.) for submission to senior management
  • Interact with them on customer inquiries and problem resolution
  • Review and approve all new customer account set-up forms as well as new stock code creation forms (for standard product)
  • Approve Return Merchandise requests, Approve of No Charge orders
  • Meet with team to discuss current workload to prioritize and / or delegate as needed
  • Work individually with team members on research and pricing for customized product
  • Review and approve of custom pricing as provided by team members.
  • Review and approve of CDS forms for drawing requests and / or new orders for submission to marketing or engineering departments
  • Assist reps and / or sales management with research / projects / inquiries as requested
  • Processing of custom or standard orders when required, which includes order entry, preparation of CDS forms and stock code creation forms
  • Oversee department and answer calls and emails to keep incoming inquiries and ongoing projects handled during period of absence
  • Interface with engineering and production with product questions
  • Answer customer service and sales calls as needed
Required - 5 years experience without degree

Vacancy expired!


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