Job Description
Job Description
Summary: To support and direct the Customer Service Representatives in North America. This includes a team in Holland, MI and Monterrey, Mexico. Support UC philosophy focused on facilitating the growth of the organization, continually improving quality, and driving to a world class safety environment.
Duties and Responsibilities:
- Work closely with the DOS to set vision and mission for CSR group.
- Monitor and minimize finished good inventory monthly.
- Coach CSR team to provide outstanding professional customer service.
- Lead, train, direct, and advise customer service personnel.
- Conduct annual performance review per company guidelines.
- Lead customer service team meetings to ensure customer expectations are being met.
- Satisfy various pricing, scheduling and other customer inquiries regarding projects.
- Address customer complaints.
- Conduct/coordinate customer visits with sales team members.
- Insure timely reports, customer reports/surveys and production delivery date information.
- Interview and select customer service team members.
- Perform duties of Customer Service Representative to cover during vacations.
- Responsible for accurate data entry of price adjustments on customer contracts.
- Participate on special teams or committees as required.
- Perform research for sales team as requested; create reports.
- Write and/or revise work instructions and procedures as needed.
- Research price discrepancies and late shipments to determine root cause.
- Facilitate move ups and move outs.
- Write and/or approve computer and cell phone system modification requests.
- Evaluate department work-loads and make revisions as required.
- Define new processes and procedures as required.
- Create new or revise existing forms as required.
- Assist CSR's in notifying the sales team when ship dates and jobs are moved out because we are waiting on follow-up information or resin.
- Follow UC Quality System-approved work instructions and procedures and help improve these as needed.
- Responsible for successful facilitation of all company safety policies and procedures.
- Complete monthly Safety Observations and attend UC Connect Meetings.
Preferred Experience, Training, and Skills:
- Strong written and verbal communication skills.
- Excellent customer focus and ability to build solid customer relationships.
- Ability to help provide and support a vision and direction.
- Ability to develop and motivate a team.
- Strong organizational skills.
- Proven leadership experience.
- 5 years of Customer Service management experience.
Physical Requirements: Domestic and International travel required as needed.
Preferred Education: Bachelor's Degree in Business or related field.