Customer Service Manager

Customer Service 

• Manage daily operations for the Customer Service team. 

• Manage, supervise, and oversee the training of customer service, application, and warranty employees.   

• Provide encouragement of excellent customer service, motivation, support and production application training to the Customer Service team as well as the distribution network.   

• Oversee order entry, order management, order checking, processing of special products, monitor product lead-time, and problem resolution tactics. 

• Manage the review of all incoming orders for correct product application including follow up correspondence with distributors and assisting in strategic pricing and product comparison against competitors.   

• Maintain production lead times in coordination with manufacturing, assist with freight claims, product pricing discrepancies, and internal department inquiries. 

• Oversee the maintenance of orders that require generation of purchase order to corresponding facilities.  Ensure follow up of purchase order receipts, shipping, and invoicing of 4Front products made at another facility.  

• Responsible for overseeing customer management including customer requests, customer issues, and customer questions. Work with Sales, Operations, Materials, Engineering and other departments about date management, special requests, freight, and other customer needs. 

• Manage the support and follow through for all distributor complaints, credits due, problem resolutions, warranty situations, and returned product authorizations. 

• Serve as lead for follow-up on complaints concerning billing or service rendered and referring complaints of service failures to designated departments for investigation. 

• Assist with preparation and distribution of sales material for the field, internal reports as requested, and reports to management with ideas to increase sales profits. 

• Lead or assist with Continuous Improvement projects including Lean and Kaizen events in order to improve the department. 

Project Coordination 

• Manage daily operations for the Project Coordination team. 

• Manage, supervise, and oversee the training of customer service, project coordination, application, and warranty employees.   

• Provide encouragement of excellent customer service, motivation, support and production application training to the Project Coordination team.   

• Implement and enforce existing project coordination processes and requirements.  Create and develop new web-based project management tools to ensure continued team success. 

• Learn features, benefits, and differentiators of 4Front products to support technical discussions with customers. 

• Master the application of 4Front product lines and the interaction between those product lines. 

• Read, analyze and interpret commercial construction drawings and specifications. 

• Verify incoming order packets from the National Account Sales Team for accuracy including quotes, scope of work, subcontractor proposals, contract, architectural drawings, specifications, approval drawings, product transmittals, and any other related order documents. 

• Generate approval drawings and submittal packages for general contractors.   

• Write-up and submit equipment orders. Enter and manage orders in JD Edwards operating system. 

• Act as customer contact advising on order changes, order status, ship dates, etc. 

• Coordinate installations with subcontractors and general contractors. 

• Troubleshoot issues by engaging internal resources as necessary and follow-through to resolution. 

• Process intercompany and installation invoices. 

• Dispatch service and warranty requests and coordinate to completion. 

• Generate and submit closeout documents. 

• Monitor, measure and report on required metrics. 

• Develop and organize new National Account activities.