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Manager of Customer Service, Manufacturing
Ref No.: 18-43191
Location: Rush, New York
Position Type:Direct Placement
Pay Rate : $ 90,000.00 - 110,000.00 /Hour
Skill Type
Skill Type:Professional

The Customer Service Manager is responsible for managing a team directly and indirectly to ensure world class customer service is provided and to promote this concept throughout the organization. The goal is to keep the department running in an efficient and profitable manner, to increase customer satisfaction, loyalty and retention.

Essential Duties and Responsibilities:
• Improve customer service experience, create engaged customers and facilitate organic growth
• Take ownership of customers issues/problems, find solutions and follow problems through to resolution
• Communicate with customers (internal and external) via phone, email, or letter
• Oversee and be hands-on pertaining to the Order-to-Cash process, which includes:
• Entering orders into the system promptly whether, emailed, mailed, faxed or through EDI
• Track and communicate order status with customers and within the organization to assist in the timely processing and shipping of orders
• Issue refunds to customers and oversee product exchanges and returns
• Set a clear mission and deploy strategies focused towards that mission
• Develop service procedures, policies and standards • Keep accurate records and document customer service actions and discussions • Analyze statistics and compile accurate reports
• Recruit, mentor and develop customer service staff and nurture an environment where they can excel through encouragement and empowerment
• Keep ahead of industry's developments and apply best practices to areas of improvement
• Control resources and utilize assets to achieve qualitative and quantitative targets
• Keep abreast of new company products and services and assure the team is knowledgeable on these new products, assisting in the deployment of new products

• BS degree in Business Administration or related field
• 7+ years of proven working experience as a customer service manager in a manufacturing company
• Experience in providing customer service support
• Excellent knowledge of management methods and techniques
• Proficiency in English; Bi-lingual (Spanish) a plus
• Working knowledge of customer service software, databases and tools
• Awareness of industry's latest technology trends and applications
• Ability to think strategically and to lead • Strong client-facing and communication skills
• Advanced troubleshooting and multi-tasking skills
• Customer service orientation
• Strong computer knowledge including MS Office and ERP/CRM systems
• Extremely strong communication skills, both written and verbal
• Travel Requirement - up to 20
Nesco Resource is an equal employment opportunity employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, or veteran status, or any other legally protected characteristics with respect to employment opportunities.