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Dometic · 2 days ago

Customer Service Manager

Litchfield, IL

Full-time

Onsite

Senior Level

5+ years exp

Dometic is a global market leader in the mobile living industry, focusing on innovative solutions for the boating industry. The Customer Service Manager will lead the Customer & Tech Service Department, ensuring high-quality customer service and satisfaction while driving sales growth.

Consumer ElectronicsConsumer GoodsElectronics

Responsibilities

Provide leadership to Domestic, OEM and International customer service teams

Build and maintain relationships with customers; improve overall customer experience and support the facilitation of overall sales growth

Address further sales opportunities from key representatives and customers with management

Work with management teams toward the achievement of monthly sales targets and KPI's

Work with management and the team to develop new customer service procedures, policies and standards to improve the overall customer experience

Keep accurate records and document customer service actions and discussions

Analyze customer sales data and compile accurate reports utilizing PowerBI

Learn and maintain an understanding of all current and newly released products and their applications

Oversee the order process including order entry, administration, and shipping ensuring that orders are processed in accordance with department standards

Ensure customer needs are fulfilled effectively by collaborating with internal departments

Identify, present, and implement new customer service and planning technology enhancements

Work on cross-functional improvement projects to become easier to do business with

Maintain best in class customer sales order entry

Create and execute customer centric planning initiatives to focus on increased service levels for customers; this may include customer stocking programs, customer S&OPs/forecasts, or open order management

Create a culture and standard work for communicating to customers in a responsive, professional, and empathetic manner

Act as primary contact for communication with customers or sales that have escalated issues to resolve

Create a culture of accountability through metrics that increase team performance levels; including response, original promise date, order entry, and RMA metrics among others

Create, coach, and develop team of planners and customer service reps

Special Projects as required

Qualification

Customer Service ManagementPowerBITeam LeadershipMicrosoft ExcelManufacturing/Distribution ExperienceCommunication SkillsProblem SolvingAttention to DetailTeam Player