Customer Service Manager

Description

SUMMARY

The Customer Service Manager ensures that our customers receive outstanding customer service in our efforts to achieve service excellence.  The expectation is to provide coaching and training to ensure that transactions are completed in a professional manner. 

It is the responsibility of every H-E Parts International, Mining Solutions employee to ensure a safe work environment.  All H-E Parts International, Mining Solutions employees share the responsibility to insure at the end of the day we return home safely to our families.  Our safe work environment value surpasses all other responsibilities.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Provide coaching and training as it relates to system utilization, export compliance, product knowledge, and sales tool review.
• Support the CSR team identify barriers and challenges and take effective steps to best support and resolve these challenges; seeking to enable associates, and optimize engagement.
• Achieve inside sales and service objectives by leading the CSR team in proactively communicating with customers, soliciting new business, responding and following-up on inquiries for company products, and working with internal and external departments to exploit new business and satisfy customer orders.
• Monitor performance of the customer service team to assure that we are optimizing our resources and meeting sales and customer support objectives. Establish and monitor key performance indicators and create and implement initiatives to improve productivity, quality, and customer-service standards. Resolve problems and identify customer service trends; determining system improvements and implement changes.
• Work with the inside and external sales teams to capture competitive information and coordinate the use of this data with internal departments to help assure that competitive prices, margins, and deliveries are maintained.
• Maximizes customer operational performance by providing advice, resolving problems, creating new marketing tools for use by the inside sales team. Communicate with our customers on new product offerings and improve our inside sales and support tools to better serve our customers.
• Monthly sales and customer service performance reporting
• Quote and order performance reporting
• The Customer Service Manager demonstrates a desire to progress in the company by taking initiative and assuming additional responsibilities and demonstrating dependability.
• Travel as required

DECISION MAKING:

• Position will be required to make decisions that will directly impact the department. All customer service representatives from Canada and the USA will report to the Customer Service Manager.

INTERNAL/EXTERNAL CONTACTS:

• Position requires collaboration with department managers and current/potential customers.
• This position also works with our manufacturing, supply chain, and sourcing teams to forecast demand allowing H-E Parts International to be more competitive in both price and delivery.

REQUIRED EDUCATION and/or EXPERIENCE

• Associated degree in Business Administration, Engineering technologies or operations management
• Minimum of 5 years of experience inside sales/customer service and support.
• Experience with industrial products distribution in a manufacturing setting.
• Heavy equipment parts experience preferred.
• Strong written and verbal communication skills.
• Strong analytical abilities.
• Fluency in spoken and written English.

DESIRED KNOWLEDGE, SKILLS & ABILITIES:

•  4-year college degree a plus
• Able to maintain composure under stressful situations
• Customer centric in problem solving approaches
• Strong ability to work in cross-functional teams
•  High degree of attention to detail and strong problem-solving skills
• Ability to approach problems or challenges objectively
• Project management skills
• Parts distribution knowledge and experience
• Strong computer literacy and ERP experience
• Effective use of Microsoft Office tools

PHYSICAL DEMANDS:

These physical demands are representative of the physical requirements necessary for an employee to successfully perform the essential functions of the Customer Service Manager.  Reasonable accommodation can be made to enable people with disabilities to perform the described essential functions of the job. While performing the responsibilities of the Customer Service Manager, the employee is required to talk and hear. The employee is often required to sit and use their hands and fingers, to handle or feel and to manipulate keys on a keyboard. The employee is move throughout the office and reach with arms and hands. Vision abilities required by this job include close vision. Work is performed primarily in a standard office setting.

• Sitting for prolonged periods of time - up to 8 hours or more per day.
• Appearance at all times must represent the company image.
• Work area may have fluorescent lighting and air conditioning.

SAFETY:

All employees must complete initial Safety Training.  Employees must ensure compliance with all safety policies, procedures, and work practices established by H-E Parts International. Avoid any activity that creates or poses a serious hazard to themselves or others while working for the company.  Immediately bring any safety concern to your supervisor, or others designated by departmental procedures.  If any employee believes that performing an assigned work task or activity may pose a serious risk to life or health, discuss the issue immediately and directly with your supervisor.  Prior to operating any equipment supplied by the company, employees are to be adequately trained, equipped, monitored, evaluated, and guided as appropriate, to comply with established safety policies, standards, and procedures.