NE - Customer Service Manager Application Form

Customer Service Manager - Lincoln, NE

General Definition
Under general supervision, this position will manage a 10-person customer service department in the performance of their duties which involves responding to customer inquiries, resolving issues or complaints and providing sales service support to the various sales divisions.

Supervisory Duties
a. Trains new employees in the company's customer service policies, procedures, and best practices.
b. Organizes and oversees the schedules and work of assigned staff.
c. Conducts performance evaluations that are timely and constructive.
d. Approves timesheets, vacation requests and ensures each sales division is adequately staffed with customer service support.

Primary Essential Duties
a. Distribute email/web leads received to appropriate sales manager based on division/customer application.
b. Interact with customers on the online company chat page and distribute contact information to sales manager as applicable.
c. Review and approve updated web orders and decide product class/salesperson based on purchase.
d. Write credits for all Snyder product/divisions and ensure appropriate manager approval in obtained depending on dollar amount.
e. Review/issue Return Goods Authorization (RGA) and update RGA log as applicable and write credit once product is returned.
f. Review FedEx/UPS orders at all locations and route through FedEx/UPS for Lincoln as the accessory FOB warehouse.
g. Supply header information related to the sold to/PO # to the QA department for ASTM documentation, letters and certifications for customers.
h. Review validity of warranty, freight and customer complaints to be processed accordingly.
i. Manage the marketing inbox for email blasts and forward leads as they are received.
j. Markup sales drawings for engineering review and once returned send to customers to review and approve.
k. Generate, review and distribute various orders and reports such as the open order backlog report, exception report, pending orders, on hold orders, and customer pickup (CPU) that is to be determined.
l. Review orders for the various product divisions for accuracy.
m. Review pricing to ensure it is current/published or approved by the sales manager.
n. Check cost vs sales price to ensure proper margins are being achieved.
o. Field hundreds of emails daily and numerous phone calls for all divisions and products.
p. Interface with all departments including shipping, production, engineering, purchasing, accounting, and IT on a daily basis.
q. Approve distributor access to Snyder website "log" if approved by the appropriate sales manager.
r. Ensure sales personnel are following departmental policies and procedures.
s. Attend the ISO management review meeting twice a year and ensure department staff is trained and understands ISO policies and procedures.
t. Review FDA regulations, policies and procedures for medical waste container compliance.

Required Knowledge, Skills, and Abilities
a. Over 5 years of customer service management experience is essential with an extensive knowledge of customer service procedures and principles.
b. Bachelors Degree in Management or related field is preferred.
c. A positive demeanor and professional appearance along with the ability to build relationships with coworkers, customers and partners.
d. Successfully perform duties with a sense of urgency.
e. Must be persistent, action-oriented and results-driven.
f. Excellent written and verbal communication skills.
g. Strong interpersonal and customer service skills.
h. Strong organizational skills and ability to set priorities and meet deadlines.
i. Solid data entry skills and experience in using CRM (Customer Relationship Management) software, Microsoft office applications, and ERP systems.
j. Able to coach and mentor customer service representatives.

Authority
This position is based in Lincoln, NE and manages up to nine hourly customer service reps and a salaried Assistant Customer Service Manager. This position reports to the Vice President of Sales and Marketing.

EOE

Personal Information

Name

Address

Phone

Email

Social Security Number

Are you 18 years of age or older?
Tank Holding in accordance with various employment statutes, is required to follow certain minimum age limitations in hiring.

Yes No

Do you have a Valid Driver's License?
(for driving positions only)

Yes No

Driver's License Number & State that Issued:

What position are you applying for?

Production Maintenance Quality Shipping Engineering/Drafting Sales IT Admin

Location for Position:

Available start date

Employment Desired

Full-Time Part-Time Temporary Intern

Willing to work:
Select as many options as you would be willing to work.

Days (1st Shift)‎ Evenings (2nd Shift)‎ Nights (3rd Shift)‎ Split Shifts‎ Rotating Shifts‎ Weekends‎ Overtime‎

If hired, I understand that the shift and the job assignment can be changed at the discretion of management:

Yes

How many hours can you work weekly?

How did you hear about us?

Job Search Engine Social Media Radio Ad Billboard/Banner Current Employee Other: ‎

Employee Name

Have you ever worked for Tank Holding before?

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If Yes, please provide position and date(s)

Do any of your relatives work for Tank Holding?

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If Yes, please provide name & relationship:

Are you willing to undergo a post-offer pre-employment physical examination and drug test?

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Do you understand that unsatisfactory results, refusal or attempting to alter results will be cause for withdrawal of employment offer or termination?

Yes No

If hired, can you furnish proof that you are eligible to work in the United States:

Yes No

If No, please explain:

READ THIS SECTION CAREFULLY: Tank Holding is an Equal Opportunity/Affirmative Action Employer and, therefore, does not discriminate because of race, religion, gender, disability, national origin, age, veteran status, marital status or any other status protected by law.

Education, Military, & Other Certification/Licenses

Have you served in the U.S. Armed Forces?

Yes No

If yes, please select the Branch:

Air Force‎ Army‎ Navy‎ Marine‎ Coast Guard‎

Latest or Highest Education

GED High School Vocational School College/University Graduate School

Institution Name

Institution Address:

Major Field of Study:

Did you graduate or receive certification?

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Title in the U.S. Armed Forces:

List any special qualifications, skills, licenses, or certificates you now hold (welder, plumber, etc)

Employment Record

What is your current employment status?

Employed Self-Employed Unemployed Student

Most Recent Employer:
If you have had no jobs please use N/A in the required fields.

Address

Start Date:

End Date of applicable

Position or Duties
Provide your current or last position or Duties with this employer.

Reason for leaving

Supervisor's Name

May we contact your Supervisor? If yes, please provide your Supervisor's phone number and/or email:

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Supervisor's Phone Number:

Supervisor's Email:

Other Employer

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Start Date

End Date

Position or Duties

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May we contact your Supervisor? If yes, please provide your Supervisor's phone number and/or email:

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Supervisor's Phone Number:

Supervisor's Email:

Other Employer

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Start Date:

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References

List two people (other than past employer or relatives) who have knowledge of your character:

Reference Name #1:

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Reference Name #2:

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Production Worker - Supplemental Questionnaire

This information will be used to further evaluate your training and experience as it relates to the position(s) for which you have applied. You may include paid employment, military, volunteer or education training and/or experience. This questionnaire is a supplement to your application and is made a part thereof subject to all terms and conditions noted on the Application of Employment.

1. List any conditions that would restrict your from working outside:
If there is no restrictions please just enter N/A

2. Check as many of the following equipment(s) that you are familiar with and can use:

Impact Wrench‎ Extrusion Welder‎ Granulator‎ Hoist (Air/Electric)‎ Ear Plugs/Muffs‎ Air Drill‎ Plastic Extrusion Welder‎ Lincoln Welder‎ Table Saw‎ Fall Harness‎ Band Saw‎ Pressure Gauges‎ Router‎ Circular Saw‎ Welding Hood/Helmet‎ Shrink Wrap Gun‎ Other Air Operated Equipment‎ Power Washer‎ Safety Glasses‎ RF Scanners‎ Computers‎ Robotics‎ Laser Equipment‎ Insulated Foaming‎

3. Are you able to work indoors in an environment that can have hot temperature extremes during the summer?

Yes No

If no, for what reason.

4. What experience have you had in factory work?
If no experience, please enter NONE

5. Have you operated a forklift:

Yes No

If yes, what types of forklifts have you driven?

6. Have you ever worked on an evening or night shift?

Yes No

If yes, what hours?

7. What special recognition or awards have received at your previous employment?

Certification, Agreement, & Release

By submitting this online application, I hereby certify that the above statements made by me are accurate and complete to the best of my knowledge, and understand that any false statements or misrepresentations will be cause for rejection or dismissal after employment. I understand and agree that this employment application, by itself or together with other company documents or policy statements, does not create a contract of employment. I hereby authorize Tank Holding to request verification of statements made by me on my application for employment and release all parties involved from any and all liability and or damage.

Verification