Manager, Customer Service
The Manager, Customer Service will direct and oversee the organizations customer service and order administration operations. This role is the primary interface between kSARIA’s customers and the internal organization after a contract has been initiated. The Manager, Customer Service will effectively communicate the status of the contract to the customer from cradle to grave. This role will be responsible for gathering data from internal functional areas and presenting it to customers in the form of general updates, contract modifications, and customer data requests. Strict attention to detail and constant management of the open customer service task list is required to close out actions and ensure customer satisfaction.
Position Profile:
- The Manager, Customer Service will champion the company’s newly implemented customer service workflow system
- Field incoming customer requests for order and contract status and provide responses in a timely manner via written correspondence and telephone contact.
- Enter and oversee customer orders and confirm order receipt and delivery dates with customers which entails responses from internal organizations which must be managed with ferocity.
- Drafts, implements, and executes policies and procedures to facilitate a quality customer service experience.
- Establish performance metrics for the customer service team
- Manage various customer portals and monitor the portals for incoming orders
- Monitor and complete all representations and certifications (reps & certs) required by our customers
- Work with all internal functional managers (from Production, Quality, and Engineering) to develop a cohesive response to customer requests for order status, order changes, and schedule expedites.
- Effectively manage the contract review and sign-off process