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Customer Service Manager

Company: OK International, a Dover Company
Location: Cypress
Posted on: May 14, 2022

Job Description:

JOB SUMMARY

The Customer Service Manager will manage Inside Sales, Customer Service/Order Entry, and Technical Support. The manager is responsible for ensuring that customers are supported, retained, satisfied, and that their orders are processed in an accurate, timely, and efficient manner. The Customer Relations Manager will also be responsible for driving outbound sales activities designed to uncover new opportunities and qualify incoming leads.

JOB DUTIES
Manager to be the bridge that drives communication between Sales, Marketing, and Operations towards common goals.
Oversee internal systems to ensure accuracy and efficiency in sales order bookings and customer shipments.
Establish uniform correspondence procedures and style practices that benefit the customer.
Work with marketing teams to implement procedures and processes to grow the volume and quality of incoming leads.
Manager will train team on processes to qualify leads, uncover new accounts and opportunities, as well as close on the sale of product.
Manage, develop, and implement processes and goals for outbound sales activities targeted directly to the end user.
Oversee the OK International Technical Support department to ensure the processes and policies are designed to meet and exceed the customers' expectations.
Manage field service support team on all OK International products. Ensure appropriately trained engineers are available to address customer needs via phone support and customer site visits.
Review and coordinate sales channel promotions, programs, and account activities with Sales Channel Manager and Marketing on a monthly basis.
Forecast, formulate, and manage department budget.

EDUCATION & WORK EXPERIENCE REQUIREMENTS
Bachelor's degree in Business Administration or Communications is preferred.
5+ years of experience in Inside Sales and Customer Service Management.

SKILLS REQUIRED
Experience in selling in a manufacturing and distribution environment.
Experience working with ERP & CRM systems. Support system enhancements and improvements.
Ability to champion individual customer's needs while balancing supply chain and manufacturing capability.
Ability to create positive customer perception while facilitating fairness to the broader customer base.
A proven record of growing sales via an inside sales department.
Proficiency in the Microsoft Business suite, and ability to learn new computer programs.
Ability to demonstrate professionalism and good judgment in a rapidly changing, fast-paced team environment.
Ability to multitask and coordinate multiple and often conflicting priorities.
Maintains an outgoing, positive, friendly, and customer-focused attitude.
Strong written and oral communications skills required.

Keywords: OK International, a Dover Company, Cypress , Customer Service Manager, Executive , Cypress, California

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