Datwyler Group · 4 hours ago
Customer Service Manager
Ontario, CA
Contract
Hybrid
Senior Level, Lead/Staff
10+ years expDatwyler Group is a high-tech company specializing in high-quality elastomer components for various industries. The Customer Service Manager plays a critical role in ensuring customer satisfaction and operational efficiency by overseeing the customer service process, leading the regional CSR team, and implementing policies for continuous improvement.
Mechanical Or Industrial Engineering
Responsibilities
Lead, coach, and manage the regional customer service team to ensure timely and accurate processing of leads, RFQs, and customer orders
Monitor and track the number of quotes generated by each CSR; analyze win/loss rates and provide regular reporting to commercial leadership team. Ensure team is properly trained, proactively create training schedule, communicate system gaps to leadership, etc
Monitor and track lead generation through sales cycle, analyze lead conversion and provide regular reporting to commercial leadership team. Ensure team is properly trained, proactively create training schedule (as needed), communicate system gaps to leadership, etc
Serve as the escalation point for complex customer issues, coordinating with internal departments to deliver timely resolutions
Ensure CSR team is utilizing contract review, ensure adoption of process, proactively provide cross functional leadership with Quality team, lead training as needed
Main point of contact for customer surveys, cross functional leadership to ensure completion
Maintain deep knowledge of elastomer products, including materials, applications, and performance characteristics, to support customer needs
Develop and implement customer service policies, procedures, and performance metrics (KPIs) to drive continuous improvement
Support contract review process and quoting functions in collaboration with commercial team
Monitor customer satisfaction and develop strategies to improve the overall customer experience
Ensure all customer data is accurately maintained in the ERP and CRM systems
Qualification
Required
Bachelor of Arts degree with a commercial or technical focus
10+ years' experience of customer service experience in a manufacturing or industrial setting; elastomer, rubber, or polymer industry experience strongly preferred
2+ years of leadership or management experience
Knowledge of the production and application of elastomer components is preferred
Knowledge of common industry specific requirements and specifications
Purposeful, communicative and customer-oriented personality
Strong analytical, technical and financial skills
Proficient with CRM, SAP 4S/Hana, and Microsoft Office Suite
Exceptional interpersonal skills to work cross-functionally and as a team leader
Ability to multitask and thrive in a fast-paced deadline-driven environment
Technical aptitude and problem-solving skills related to product performance, specifications, and customer needs
Excellent writing and verbal communication skills and the ability to communicate at all levels
Expert English proficiency (verbal and written)
Preferred
Knowledge of the production and application of elastomer components is preferred
Benefits
A dynamic work environment that balances professional challenges with personal flexibility.
An attractive compensation package, including a substantial competitive base salary and performance-related bonuses.
Opportunities for professional growth in a customer-focused company that values respect and excellence.
Company
Datwyler Group
Datwyler is focusing on high-quality, system-critical elastomer components and has leading positions in attractive global markets such as healthcare, mobility, connectivity, general industry and food & beverage.
5001-10000 employees
Funding
Current Stage
Late StageCompany data provided by crunchbase