Customer Service Operations Manager

General Summary:

We are seeking a dynamic and experienced Customer Service Manager for Contract Manufacturing division to join our team in a hybrid capacity, balancing both in office and remote work environment. The role will be responsible for planning, organizing, and operating the Customer Service Department in a manner that ensures the service provided meets or exceeds customer requirements. Assures customer focus and satisfaction by overseeing all aspects of sales service from inception of orders to delivery of product.

Essential Duties:

• Learn Flambeau Contract Manufacturing capabilities and services
• Hiring, training, development and managing of Customer Service Representatives (CSR's)
• Prepare, revise and maintain all functional relevant SOPs and Work Instructions for the department
• Ensures that CSR responsibilities are performed accurately, on time and promotes and encourages growth
• Lead the internal cross-functional departmental engagement required to ensure timely and accurate communication and information is routinely provided to the CSR staff related to customer orders, delivery date commitments, changes in previously reported information, expedite requests, etc.
• Directs/sets the prioritizing of customer requirements when conflicts and competing priorities arise.
• Ensures that communication to the customer is executed in a proactive (in advance) and timely basis.
• Proficiency with all ERP modules related to the Customer Service function.
• Ensures CSR's develop "closeness to the customer" intimacy with key personnel at their assigned customers.
• Ensures that the CS function is knowledgeable and proficient with the customers EDI and Portal processes and functions, and Scorecards are accurate and maintained for assigned customers.
• Strict adherence to all QMS policies and procedures, participates in related audits as required.
• Where applicable, oversees the CS department responsibilities of customer Stocking Agreements, Min-Max Agreements and the like.
• Support to the Business Development Managers activities with existing customers, as needed.
• Support to the Director of Sales, VP-Sales and President/CEO, as needed.
• Manages the CSR's in maintaining a rolling 12 month Sales Forecast to include new and existing parts.
• Assists in the Inactive and Obsolete Customer-Owned tool removal process.
• Assists the Accounts Receivable function as needed in resolving customer disputes with invoicing.
• Be available to respond to after-hours customer emergency phone calls.
• Other duties, as assigned.

Education/Certification Requirements:

• Bachelor of Science degree preferred or equivalent combination of education and experience.

Experience & Skill Requirements:

• 3-5 years managing customer service in a manufacturing environment.
• Strong leadership and coaching skills
• Strong PC skills in Microsoft Word, Excel, PowerPoint, Outlook and Internet applications.
• Proficient in written and oral communications.
• Experience with EDI transaction.

Physical Requirements:

Large sedentary role, requiring use of typical office equipment such as computer, copy machine, laptop, and cell phone. May be required to lift up to 40 lbs occasionally. Corporate office environment.

Supervision Over the Following Roles:

• Customer Service Representatives

Work Schedule/Overtime/Travel Requirements:

Travel and overtime as needed.