Glassline Corp

28905 Glenwood Rd
Perrysburg , OH
http://www.glassline.com/

Customer Service Manager

Glassline Corp
Perrysburg, OH Full-time
Posted on November 15, 2018

Summary

The Customer Service Manager is challenged to ensure the retention of profitable Customers, by providing them value. Directs the delivery of administrative and operational assistance designed to promote revenue growth, productivity, and exceptional levels of customer satisfaction. Provides team members with the appropriate training, tools, direction and motivation to enable their success.

Essential Functions

  • Encourages team members to look for opportunities for process simplification and improvements.

  • Directs the departmental improvement team in the creation and monitoring of key process improvement measurements and their graphic display.

  • Designs and reports individual and departmental performance metrics for continuous improvement.

  • Challenges team members in providing exceptional support to both external and internal customers.

  • Focuses on helping team members improve their skills and knowledge through day-to-day coaching.

  • Makes effective independent decisions representing day-to-day issues that do not require team discussion, input or agreement.

  • Involves fellow team members in collaborative or team-empowered decisions.

  • Ensures an efficient training program is in place, which includes written documentation of competencies necessary to be successful at the job, classes and courses required for the job.

  • Helps the departmental team develop goals, action plans, and time tables.

  • Ensures that work resources are reviewed and updated as needed.

  • Build strong relationships with customers

  • Help other employees understand customer issues and help Engineering to solve those issues to continuously improve products.

  • Proactively communicate with customers to determining their needs, ahead of when they need them. This my be service trips and/or parts.

  • Build a Customer Service department which can sustain itself by service revenue.

  • Help to build a departmental budget.

  • Generate revenue by selling service visits, such s for upgrades, rebuilds and preventative maintenance.

  • Work with machine sales on satisfactory pricing of machine installs in order to maximize the chances of obtaining machine sales while at least sustaining the costs of the service department.

  • Work with after-market part sales and warehouse management to strive to provide low turnaround times for standard or high use items.

Competencies

  • Very effective written and verbal communication skills.

  • Excellent listening skills

  • Empathetic

  • Patient

  • Good problem solver

  • Motivational leader that can stay positive and help others stay positive and empathetic to Customer issues, even in stressful situations.

Supervisory Responsibility

This position manages all employees of the department and is responsible for the performance management of the employees within that department.

Position Type and Expected Hours of Work

This is a full-time position, and hours of work and days are Monday through Friday, 8:30 a.m. to 5 p.m. Occasional evening and weekend work may be required as job duties demand.

Travel

Travel is primarily local during the business day, although some out-of-the-area and overnight travel may be expected.

Required Education and Experience

  • Bachelor’s degree in business management or related field.

  • 2 years management experience.

  • Must have machinery experience.