Innovative IDM, LLC

Customer Service Manager - Lewisville

Lewisville, TX

Job Description

Customer Service Manager

Posted: Monday, 1/22/2024

Are you tired of the same old customer service gigs? Ready to dive into the exciting world of Industrial Automation, where we help American Manufactures stay globally competitive? With a commitment to innovation and LEGENDARY customer service, we are seeking a dynamic and experienced Customer Service Manager to join our team and lead our customer support efforts.

The Customer Service Manager plays a pivotal role in shaping and enhancing our customer service team. You will lead a team of skilled technical customer service professionals, manage customer relationships, and drive continuous improvement initiatives to enhance our customer’s experience. Responsibilities include leading and coaching the Customer Service team to interact with customers to assess needs, provide technical support, communicate product/cost information, and enter orders/invoices to ensure product needs are met. The Customer Service Manager functions as the liaison between the Customer Service team, senior management, and all facets of the business to ensure all customer needs are met, the department reaches its goals, and that LEGENDARY service is provided.

Duties/Responsibilities:

Leadership/Management:

  • Assist I-IDM in the pursuit of the company’s goals, values, and vision.
  • Lead, mentor, and manage a team of technical customer service professionals.
  • Provide training and development opportunities to ensure the team stays current with industry trends and product knowledge.
  • Set clear performance expectations, provide feedback, and conduct regular performance evaluations.
  • Recruits new teammates; assign, direct, and evaluate their work, and oversee the development, training, and growth of your team.
  • Participates in interviews to select the most qualified candidates for customer service positions.
  • Participates in corrective action coaching discussions, as needed.

Customer Relationship Management: Through your team and your own efforts. This position will be responsible for ensuring the following duties/tasks are handled effectively and efficiently.

  • Provide external and internal customers with “Legendary” Technical Support on all products offered by I-IDM.
  • Consults with new and existing customers (company buyers/inside sales) and provides information regarding products needed for customer application.
  • Receives telephone calls and/or responds to voicemail and email within a timely manner.
  • Provides cost efficient shipping information to customers to ensure delivery in a timely manner.
  • Manages branch reports to include open shipments report, un-confirmed PO’s report, open sales order report, ship at a loss report, and special pricing report.
  • Prepares product quotes for customers within a timely manner.
  • Researches and troubleshoots products to best fit customer needs and expectations.
  • Communicates with vendors to acquire parts to meet customer needs.
  • Prepares product quotes for customers requesting a specific item not carried in our warehouse.
  • Enters customer orders, purchase orders or billing information into the system daily.
  • Processes credit card authorizations and creates invoices for products purchased.
  • Receives escalated calls from customer service reps.
  • Researches and resolves difficult customer service situations in a calm and efficient manner.
  • Functions as liaison between customer, technicians, warehouse, and vendors to ensure needs are met.
  • Follows all procedures as detailed in customer service operations policies and guidelines.
  • Understands all parts stocked in the warehouse.
  • Conducts new hire training, responsible for onboarding and coaching new and existing employees in all functions.
  • Creates and manages “after hours” on call schedule for customer service.
  • Perform other duties as assigned.
Requirements
  • Proven record of accomplishment of leading a successful team of 5+ employees for 5+ years.
  • Bachelor’s Degree or equivalent work experience in related field.
  • Guest service mentality has a genuine desire to serve customers.
  • Excellent verbal, written and interpersonal communication skills.
  • Excels in a fast-paced environment.
  • Energetic, innovative, and flexible.
  • Energizes, excites, and motivates the team to create a highly productive positive workplace.
  • Exhibits tenacity meeting goals and determining solutions to meet customers’ needs.
  • Anticipates and solves problems in a calm and methodical manner.
  • Maintains a tactful, professional demeanor in all customer situations.
  • Manages multiple projects and timelines with a sense of urgency.
  • Gathers input and makes decisions based on information provided.
  • Strong personality with the ability to work independently.
  • Strong organizational and analytical skills.
  • Recognize issues and takes initiative to solve issues.
  • Forms strong working relationships within teams.
  • Identifies additional tasks to be completed and willingly assists others.
  • Follows directions with focused attention to details.
  • Strong MS Office skills required.
  • MS Dynamics CRM and Zendesk experience preferred.
  • Industrial automation experience preferred.
Benefits
  • 401K Company Match
  • PTO
  • Personal Time
  • Volunteer Time
  • Paid Holidays
  • Student Loan Match
  • Tuition Reimbursement
  • Medical
  • Dental
  • Vision
  • Health Savings Account (HSA)
  • Flexible Spending Account (FSA)
  • Company Paid Life Insurance
  • Short Term Disability
  • Long Term Disability
  • Accident & Critical Illness

Innovative IDM, LLC At A Glance

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