Customer Service Manager - SRC Logistics, Inc. Illinois

Company: SRC Logistics Inc - Illinois
Location: Joliet
Posted on: November 23, 2022

Job Description:

POSITION SUMMARY:The Customer Service Manager is responsible for leading the team of customer service representatives who interact with new and existing customers to provide information in response to inquiries about products and services and to handle and resolve complaints and requests. This can be achieved by working with the customer to promote remanufacturing training, and working with internal departments to streamline and improve current processes. The Customer Service Manager is responsible for staffing, developing, and supervising the Customer Service Department. The Customer Service Manager is charged with providing financially sound solutions to meet customer demands. The Customer Service Manager is also responsible for driving positive change in key areas such as service quality and increased profitability. ESSENTIAL RESPONSIBILITIES:Participate in and support the principles of Great Game of Business and Open Book ManagementWork with customer(s) and suppliers to ensure core criteria is accurate for all core receipts and that all core criteria is kept up to date as changes occurMaintain visibility of correct criteria for all parties involved Actively work with cross docks to improve the number of missing core and missing scansAudit and approve credit adjustments in customer's system on applications Take details of customer complaints and/or requests and work to resolve them in a timely manner with the goal of maintaining Customer satisfaction.Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken. Create Material Shipping Orders (MSO's) for shipping and provide tracking information to customer on requestUpdate customer account informationEnsure the department operates within the customer KPI guidelinesMonitor open issues and coach team to resolve in a timely mannerAnalyze current process for efficiency improvementMonitor and analyze supplier inventories Assist in education of customer(s) dealer networks when rolling out new systemProvide regular reports to customer(s) and suppliers on key performance metrics. Responsible for ensuring the service levels of all accounts meets or exceeds customer expectations Oversee performance management for the Customer Service Department, including career planning for all direct reports, succession planning processes, and maintaining regular performance review schedule . Follow approved work instructions WORKING CONDITIONS:Work is performed mostly in a controlled atmosphere; will be exposed to harsh conditions-such as: dust, fumes, noise, and varying temperatures. The Customer Service Manager will be required to stand/walk 20% and sit 80% of the work day. The ability to lift and carry 10-25 pounds for short distances is required. While performing the duties of this position, the employee is regularly required to walk, stand, use hands and fingers, grip, handle or feel; reach with hands and arms climb or balance; stoop, kneel, crouch or crawl and talk and hear. All employees are required to follow safety standards, adhere to Job Safety Analysis (JSA) and wear all personal protective equipment (PPE) in designated areas. JOB SPECIFICATIONS:Education & ExperienceHigh School diploma or GED is required Minimum of 5 years of manufacturing or logistics experiences preferably remanufacturing PREFERRED: Bachelor's Degree in Business or Technical discipline is preferredPREFERRED: Experience in manufacturing and/or automotive industries SkillsRelationship Building: Strong ability to build a team and relationships with fellow employees and potential and current customersCommunication: Excellent oral and written communication as appropriate for the needs of the audience, including superior presentation and analytical skillsCritical Thinking: Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problemsTechnology: Solid computer proficiency with an in-depth knowledge of Microsoft Office, with an emphasis on advanced Excel and Windows based Customer Services are required with an emphasis on advanced Microsoft Excel abilityOrganization: Time management, attention to detail, ability to multi-task and prioritize BehaviorsAbility to travel occasionally to interact with customers or other SRC locationsEmbrace opportunities to expand personal competencies and capabilities through training & educationMust be extremely reliable, responsible, dependable, in order to fulfill obligationsEngage and support Logistics' safety culture and efficient operation of the business and maintain positive working relationships with employees across the organization. Participate in and support the principles of Great Game of Business and Open Book Management PI196416088

Keywords: SRC Logistics Inc - Illinois, Joliet , Customer Service Manager - SRC Logistics, Inc. Illinois, Hospitality & Tourism , Joliet, Illinois