Ainsley Search Group is hiring a Customer Service Manager to join a Global Manufacturer located in Montgomery County. This manager will report to the VP of SC and lead a team of Customer Service Specialist to streamline the customer orders processing, optimize the order process from demand, distribution, warehouses, manufacturing, engineering and import/export, maintain and develop customer relations and ensure quality standard of products, collaborate with finance, supply chain, procurement, logistics, independent sales reps to ensure timely process of accounting, PO processing, purchasing, R&D, manufacturing, achieve highest accurate rate on order fulfillment with minimum operational cost across travel time, and inventory. This is a full-time, permanent leadership opportunity with lucrative base salary, bonus, and competitive benefit, in addition, company would like to develop this individual to the senior level leadership in the near future.
Responsibilities:
- Report to VP of Operations and lead a team of Customer Service Specialists to streamline order processing for customer sales orders; staff train and develop the team to deliver supreme customer service and order fulfillment.
- Collaborate with engineering, manufacturing, suppliers, procurement, logistics, and distribution to optimize supply chain processes, reduce travel time, and increase order fulfillment rate on accuracy, quality, on-time and within budget metrics.
- Resolve customer complaints and supply chain bottlenecks in an effective and timely manner, deliver corrective action to reduce recurring issues.
- Collaborate with S&OP team and other Supply Chain Team to achieve process improvement, reduce cost on transportation, travel time, and inventory and not jeopardize on-time order fulfillment.
- Maintain, develop customer relations; support troubleshooting sales order issues involving quality, delay, backordered, recall, identify root cause and support the implementation of corrective action and CI to reduce recurring errors.
- Work closely with Sales & Marketing team to ensure realistic expectation from new customers, properly set up new customers in the ERP Systems.
- Collaborate with R&D, Manufacturing on change of order requests from customers, support new product development process and ensure new products are set up in the CRM system, update customers on product application, change of order status, design status, and manufacturing status as needed.
- Provide hands on leadership and mentoring to subordinate, develop, standardize and implement operational procedure for the customer service department, develop KPI to measure and improve customer service performance across volume, accuracy, responsiveness, etc.
- Attending management meetings and routine S&OP meetings, address potential bottlenecks, issues regarding customer accounts, sales order process, cost reduction, productivity, etc.
Qualifications:
- Bachelor’s degree required.
- Recent years of hands-on leadership experience within Manufacturing, Order fulfillment, Customer Account Management within manufacturing industries, exposure to consumer products, contract manufacturing desired.
- Solid knowledge in ERP and Excel
- Experience with order fulfillment with regulated materials.
- Experience with S&OP preferred, strong in problem solving and analytical skills.
- Excellent customer service skills, strong people and communication skills.
- Excellent in relationship building and negotiation skills.
- Ambition in advancing to senior level leadership role.
Compensation, bonus and benefit
- Competitive Base Compensation
- Annual targeted bonus
- 401k with match
- Paid health, dental and vision
- Paid life insurance
- Paid long-term/short-term disability
- PTO and Paid holidays
