Customer Relations Manager

IMMEDIATE job opportunity for a driven individual who has a proven history of performance and desires to work for a well-established organization. We are looking for an experienced Customer Relations Manager for a great manufacturer of flexible flat cables and flat cable assemblies, they serve different industries such as aerospace, military, motion control and automation as well as semiconductor manufacturing located in Valencia, CA.

The Customer Relations Manager is responsible for overseeing the daily operations of the customer service department. Their duties include communicating customer service objectives to Customer Service Representatives and other department personnel, compiling data to make assessments of their department’s progress, and coordinating with upper management to find ways to enhance their customer service objectives

MAJOR DUTIES AND RESPONSIBILITIES

People Development – 50% of Time (Daily)

• Build a high-performance team of skilled and driven professionals who consistently beat sales targets.
• Coach customer service reps to help establish best in class service.
• Build an open-communication culture inside your team.
• Work with the V.P. of Sales and the RSM team on all quotes and new sales orders.
• Quote all RFQ’s (that are not new development) and distribute them to the Customer Service team.
• Manage Customer portals including Exostar, SNG, and others with the Customer Service team.
• Manage all incoming calls and distribute them to the proper departments
• Coordinate teams meetings with Customers, engineers, and sales team as needed
• Update customers with new ship date from manufacturing/planning
• Work with customer service and the quality team on all RMA’s
• Manage customer contracts for medical, military and aerospace

Business Management – 30% of Time (Weekly)

• Resolve issues/questions that occur during the day in a timely matter.
• Regularly review service levels to always ensure appropriate levels of coverage
• Perform daily activities (e.g., KPI reviews, customer satisfaction).
• Effectively establish open and effective communications between customer service and customers, other TPC departments and sales staff.

Strategic Planning – 20% of Time (Monthly)

• Develop an effective and executable strategy that aligns with the TPC vision.
• Establish service level metrics to ensure best in class service to external and internal customers.
• Provide KPI’s for Quotes, Customer Satisfaction, PO Backlog Reports etc.

KEY COMPETENCIES

• Strong change agent who objectively breaks with conventional norms to achieve differentiated results.
• Strategic thinking, problem-solving, negotiation, and decision-making skills. Takes ownership, employs fact-based decision-making, and consistently delivers on commitments.
• Excellent collaborator and communicator (oral and written) who proactively and effectively works with other disciplines to drive change and achieve growth targets.
• Customer Focus - dedicated to meeting the expectations and requirements of internal and external customers; gets first-hand customer information and uses it for improvements in services.
• Team-builder and resourceful problem solver, who can motivate and coach employees, generate change and work with a diverse group of people.

MINIMUM QUALIFICATIONS FOR THE JOB

• Associate or bachelor’s degree in business or a related field or equivalent business experience.
• 5+ years of experience managing and developing high performing teams.
• Experience working with industrial end user customers and electrical/mechanical distributors.
• Strong working knowledge of Microsoft Office (Word, PowerPoint, Excel) and CRM systems.
• Experience building relationships with the sales force and customers.
• Experience coaching and developing customer representatives, particularly in soft skills and CRM usage.

OTHER QUALIFICATIONS?

• Proven ability to manage multiple projects in a dynamic environment with a sense of urgency.
• Analytical Bilingual /Spanish Desirable
• Knowledge of MRP systems
• Highly motivated and self-driven

Compensation: $80 – $90K. DOE.

If qualified and interested in the position, please email your resume relating your skills, background, and experience to the job opening.

Our client is looking to hire the right candidate as soon as possible, time is of an essence.

30 Corporate Park, Suite 106, Irvine, CA 92606

IMMEDIATE job interviews will be arranged for qualified candidates.