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The Jor-Mac Company · 1 hour ago

Customer Service Manager

Lomira, WI

Full-time

Onsite

Mid, Senior Level

3+ years exp

The Jor-Mac Company is seeking a Customer Service Manager responsible for leading and motivating teams in inside sales, customer service, and estimating. The role focuses on achieving sales targets, driving lead generation, and fostering strong customer relationships through effective communication and process improvements.

Industrial EngineeringManufacturingMechanical Engineering

Responsibilities

Works closely with sales staff, solving problems and answering questions that they might have. Ensure that orders are entered daily and correctly

Ensures that the estimating team interacts and transitions to the Inside Sales team positively while successfully engaging with customers

Develops world class customer service and quoting systems

Provides daily directions and communication to employees so that customer service inquiries are answered in a timely, efficient, and knowledgeable manner

Evaluates current processes and procedures to see if there are any instances within those realms that may be streamlined to increase efficiency and quality of work. Implements shared best practices at all locations

Understands downstream operations, such as production and engineering, and ensures procedures enhance all business functions

Proposes and presents new tools that the departments need to improve processes

Works with leadership to determine training needs and costs

Communicate with other departments and management to resolve problems and expedite work

Resolves complaints and answers questions of customers regarding orders and timelines

Trains and instructs employees in Jor-Mac policies and procedures, order entry, and use of ERP system. Implement process improvements throughout responsible areas

Provides continual evaluation of processes and procedures. Responsible for suggesting methods to improve area operations, efficiency, and service to internal and external customers

Reviews and checks work of team members such as reports, records, and applications for accuracy and content, including but not limited to, open order reports, order confirmations, etc

Provides performance feedback and coaching on a regular basis to each team member

Ensures employees have appropriate training and other resources to perform their jobs

Delegate different customer service duties to team members to ensure a faster and smoother flow of operation through division of labor

Creates and implements work procedures that will enhance the organization and departmental services, operating procedures, and standards

Maintains safe and clean working environment by complying with procedures, rules, and regulations

Adhere to all Jor-Mac and OSHA safety related work rules and procedures

Other duties as assigned or required

Qualification

Customer service experienceLeadership skillsChange managementMS Office proficiencyCommunication skillsInterpersonal skills

Required

High school diploma or general education (GED) and three to five years related experience and/or training; equivalent combination of education and experience

Previous experience in customer service/quoting role

Serves as a leader of change management throughout the organization

Excellent skills for communication and relating with both staff members and customers

Good leadership skills to ensure team's success

Good interpersonal skills to create a cordial relationship with team members

Proficiency with MS Office or related software

An ability to effectively present information and respond to questions from managers, customers, and co-workers