Customer Service Manager

Job summary

Manages the communication between the organization and its customers. Develops relationships with new and existing customers and provides information to maximize sales volume. Identifies customer requirements which help production properly plan execution of job.

Responsibilities / daily tasks

• Coordinate activities of Customer Service Representatives to maximize revenues.
• Train and hold accountable Customer Service Representatives for their responsibilities.
• Complete and communicate customer quotes maximizing profit margin.
• Follow up on inquiries that were not awarded, finding out whenever possible the reason that we were not able to win the job.
• Monitor Sales metrics and identify areas of improvement to Management.
• Perform a review of customer requirements through contract review and communicate customer requirements with Production Planning & Purchasing through job routers, instructions & purchase order requests.
• Communicate customer purchase order changes throughout production process with Production Planning.
• Perform customer follow-up on bid-response, including but not limited to : cost and schedule adjustment, negotiation, etc.
• Obtain customer feedback towards product and services rendered.
• Maintain a positive attitude toward the customer.
• Maintain a positive image of the company in professionalism, appearance, and comportment.
• Always dress appropriate for the job.
• Other duties as assigned.

Qualifications / Competencies