NLB Corp. · 16 hours ago
Customer Service Manager
Wixom, MI 48393, USA
Full-time
Hybrid
Mid, Senior Level
$80K/yr - $100K/yr
3+ years expNLB Corp. is seeking a Customer Service Manager to oversee the entire customer service process from inquiry to product shipment. The role involves leading a team, ensuring customer satisfaction, and implementing effective communication systems to meet customer needs.
Manufacturing
Responsibilities
Communicate with customers (internal & external) by telephone, electronically, photographically (including video) or in person to provide information about products and services, sell NLB products, process orders, process warranty claims, and obtain details of complaints and resolve them
Update records of customer interactions and transactions, recording details of inquiries, complaints, and comments
Ensure that customer orders, quotation and inquiries are processed quickly, accurately and efficiently through the department
Ensure that appropriate actions are taken to resolve customers' issues. Refers unresolved customer grievances to designated departments for further investigation if necessary. Obtain and examines all relevant information to assess validity of complaints and determines possible causes and resolutions
Able to review complex drawings and Bill of Materials (BOMs)
Monitor daily activity of customer service representatives and mentor, coach or counsel as appropriate
Resolve customer service or billing complaints by exchanging or repairing products, issuing credit, or adjusting invoices as necessary within allowable limits
Proactively recommends improvements in products, packaging, shipping, service, or billing methods and procedures
Review customer open order report daily and inform the team of their orders and assist in expediting open parts orders through the system. Communicates inventory concerns the Inventory Control Manager
Must be willing to work extended hours, weekends and holidays as necessary
Interact with sales and marketing to promote sales and provide information to the Sales Department regarding customer problems, support, technical questions and issues
Qualification
Required
Associate degree (two year college or technical school)
Three to seven years' related experience
Thorough understanding of Microsoft Dynamics, Outlook, and Excel
Outstanding personality, able to diplomatically talk to many customers each day
Proficient with all NLB equipment and accessory nomenclature and parts lists
Able to communicate effectively with all contacts, both orally and in writing
Strong leadership and decision making skills
Company
NLB Corp.
NLB Corp. is the leading manufacturer of state-of-the-art high-pressure water jetting equipment and systems.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Drew Waltenbaugh
Chief Executive Officer
Bryce Mulligan
Chief Operating Officer / Vice President of Operations
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