Customer Service Manager

Position Purpose:

The Customer Service Manager is a strategic and business-critical leadership position responsible for the overall management and performance of the Customer Service function supporting Hendrickson Canada ULC's OEM and Aftermarket customer base. The position serves as a key liaison between customers, Sales, Operations, Finance, and other internal functions. The Manager ensures that customer requirements and priorities are clearly understood throughout the organization and that issues affecting order accuracy, delivery, lead times, pricing, changes, or customer commitments are identified, communicated, and resolved in a timely manner.

The Customer Service Manager is also responsible for developing the Customer Service team, establishing performance expectations, improving the driving process, maintaining appropriate systems and controls, and ensuring compliance with applicable Hendrickson policies, procedures, and quality requirements.

Essential Functions:

• Lead, manage, and develop the Customer Service team while maintaining accurate customer records, quotations, pricing agreements, buying trends, and follow-up actions
• Organize, coordinate, and lead monthly customer review calls with key accounts in collaboration with the Ops. Manager and the Sales team.
• Manage allocated blanket orders in accordance with Division guidelines, review production capacity, and provide accurate lead times for CSRs and customers for new orders and inquiries.
• Serve as the backup for the Warehouse/Purchasing Manager by coordinating production orders with the plant, maintaining blanket orders, managing change orders, scheduling ship-direct orders, and determining load sizes and pickup schedules.

• Ensure accurate and timely processing of customer quotations, sales orders, order changes, releases, shipments, invoicing, credits, and related transactions.
• Monitor order flow and identify potential issues before they negatively affect customer commitments or revenue.
• Maintain a strong understanding of customer requirements, ordering patterns, contractual or commercial expectations, and service requirements.

• Ensure key customer commitments are clearly communicated and appropriately prioritized throughout the organization

• Coordinate cross-functional communication with customers, sales representatives, and internal departments to resolve issues and support business growth.
• Assist CSRs and other company personnel in resolving order entry, scheduling, production planning, and delivery-related issues.
• Coach and mentor CSR team members to improve customer service capabilities, business knowledge, problem-solving skills, and overall performance.
• Coordinate and insure proper communications of customer order activities between departments and Plants.
• Creating KPIs/Targets, Ongoing CSR performance management and feedback
• Lead the investigation and resolution of product quality concerns, coordinating corrective actions with manufacturing plants and Division offices, ensuring timely customer communication, and authorizing replacements or credits as appropriate
• Preparing and sending Daily/Weekly/Monthly reports - Daily Log, Weekly Sales, Lead time reports, OO reports, DRI/OTS, Admin PPM, Past Due
• Reviewing and Distributing Product bulletins obtain Division Office clarification as needed, and train local CSRs on product updates.
• Coordinating Ship Direct orders between the customer, plant shipping team and carriers
• Assist in keeping customer priorities visible to the organization. Respond to sensitive customer situations.
• Provide regular reporting of performance trends and developmental concerns within the department.
• Maintain effective internal and external communications and keep customers and field sales/support personnel up to date with new information.
• Attend meetings and actively support projects that pertain to customer service functions.
• Administer timely performance appraisals. Assist in establishing benchmarks and performance goals.

Education and Training

• Bachelor’s degree in Business Administration, Management, Marketing, Supply Chain, Operations, or a related discipline is required.

Minimum Qualifications

• 5 -10 years of progressive customer service, order management, operations, or related experience, including demonstrated supervisory or management experience, within a technical, manufacturing, automotive, transportation, or related industry is required.
• Demonstrated experience leading and developing a customer service or order management team.
• Experience managing complex customer accounts and high-volume order environments.
• Experience working cross-functionally with Sales, Manufacturing, Operations, Supply Chain, Planning, Finance, and customers.
• Strong analytical, organizational, problem-solving, and decision-making skills is required.
• Excellent verbal and written communication skills.
• Strong computer literacy in Microsoft Professional Office products (Access, Excel, PowerPoint & Word) is required.
• Experience with ERP systems and customer service/order management systems is required.

Physical Demands

• Frequent sitting and work at a computer for extended periods.
• Regular use of computer, telephone, and other office equipment.
• Light to moderate travel as required.

• Occasional presence in manufacturing, warehouse, or plant environments

Environmental Conditions

• Office setting.
• Exposure to a Warehouse setting.

Behavioral Traits

• Must have good people skills and be able to develop good internal and external working relationships.
• Able to act independently, be assertive, take responsibility and handle multiple tasks.
• Capacity to negotiate under high pressure situations, being mindful of the company’s bottom-line and the importance of repeat business.
• Good communication skills, both written and orally, with the ability to create and present using PowerPoint.
• High degree of attention to detail, accuracy, and meeting timelines.
• Ability to manage and organize a team.

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status, or other characteristics protected by law.