Customer Support Manager

CT, Wallingford
0535
04-02-2019
Wallingford, CT
Depends on Experience 
Exempt

 

Summary

Qualified candidates for this position will supervise an energetic team that supports customers with information such as pricing, availability and backlog reporting plus help with product selection and application guidance.  This position reports to Director of Commercial Sales, Dave Kiesling.

Essential Duties and Responsibilities

  • Responsible for ensuring Times Microwave provides a high-quality customer experience.
  • Lead, motivate and support a team of approximately 8 customer service representatives.
  • Improve processes to streamline activities, raise customer service quality.  Create and monitor metrics to measure effectiveness such as quote response time, order entry time, etc.
  • Develop standard training tools to help introduce new people into the team and ensure a basic level of understanding across team members.
  • Coordinate with the sales teams on quote tracking, win/loss reporting and customer service metrics.
  • Customer service responsibility for a few key accounts.
  • Serve as an escalation point for customer complaints.
  • Help other functions within the company to resolve customer issues such as credit limits, collections, returns, etc.
  • Manage expectations between customers and the company on lead times, expedites, and availability.

 

Qualifications/Requirements

  • Minimum 2-year degree or equivalent work experience
  • Minimum 8-years’ experience in inside sales &/or customer service with supervisory responsibility
  • Highly organized and personable with a “roll your sleeves up, let’s get this done” attitude.
  • Strong verbal and written communication skills.
  • Familiar with ERP systems – preferably Oracle
  • Experience working in a manufacturing company a plus.
  • Able to communicate effectively in a variety of ways – phone, email, etc.