Qualifications    

Bachelor’s Degree from an accredited Institution; preferred to be in Business or ManagementMinimum three (3) years of customer interaction or marketing experience

Experience supervising a team of Customer Service Representatives, preferred

Customer Service experience in a Manufacturing or Distribution environment, preferred

Ability to interface with both internal and external customers in a professional mannerMust possess very strong communication skills (oral, written, etc.)Employees must be legally authorized to work in the United States.  Verification of employment eligibility will be required at the time of hire.  Visa sponsorship is not available for this position.

This position is subject to the International Traffic in Arms Regulations (ITAR) which requires U.S. person status.  ITAR defines U.S. person as an U.S. Citizen, U.S. Permanent Resident (i.e. 'Green Card Holder'), Political Asylee, or Refugee.

Job Summary    Supervise the operation of the customer service department.

Responsibilities 

Provides oversight and direction to a team of Customer Service Representatives (CSRs)Works closely with General Manager to set goals for customer service department performance to support the Company strategySupports and leads necessary departmental change to respond flexibly and positively to changing customer requirementsContinuously evaluates and improves department processes to increase accuracy, reduce labor and improve response times to internal and external customersMonitor employee performance and provide constructive feedback and coaching as neededSet goals for performance and deadlines in ways that comply with company’s plans and vision and communicate them to team membersMaintain timekeeping and personnel recordsPass on information from upper management to employees and vice versaPrepare and submit employee performance evaluationsDecide on reward and promotion based on performanceAddress employee issues through coaching, counseling and corrective discipline, if the need arisesInterfaces with various Managers and others within the organization to resolve issues, correct problems and ensure timely resolution of customer concernsEnsures and facilitates close alignment of customer service with plant operations, sales and marketing and customers to understand and communicate requirements around product, process, problems and resolutions, deliveries and changes to all. Advises Marketing Department and outside sales personnel of significant information learned in customer interactionsProvide process leadership for order entry, EDI, E-Commerce, import export compliance, trade management, price management and compliance activitiesMonitors customer service daily reports and acts accordinglySupports and directs Customer Service department with special projects/assignments, i.e. pricing/surcharge implementations, revenue ASATs (self audit)Ensures that all work activities are performed in accordance with established safety and environmental standardsOrganize department workflow and ensure that employees understand their duties or delegated tasks, and ensures department workflow is documented clearly and adhered toOversees the hiring and training of new employeesEnsure adherence to legal and company policies and procedures, particularly IMEX and ASAT requirementsMaintains full compliance and conducts all activities in accordance with Company policies and procedures.