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.

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.


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