Customer Service Manager

Ready to take your career to the next level within sales and customer service? Join Dynatect and lead a high-performing Customer Service team during an exciting period of growth and transformation.

Position Summary:

Shape and drive Dynatect’s customer service strategy in partnership with the Commercial Leadership Team, establishing the structure, talent, and metrics that fuel growth and a world-class customer experience.

Lead and inspire the Customer Service team to achieve operational excellence, improve customer satisfaction, and support revenue growth. Champion process improvements, set meaningful team and individual goals, and partner across global Customer Service and Sales teams to create a consistent customer experience across Dynatect. Build a strong talent pipeline through strategic recruiting, training, and development, preparing employees for expanded opportunities throughout the organization.

Principal Duties and Responsibilities:

• Working with Commercial Leadership Team, set Dynatect Customer Service strategy and develop the organizational structure, team, and metrics to support the strategy.
• Where possible, leverage and manage remote International Service team to improve customer satisfaction while maintaining departmental budgets.
• Direct and manage the day-to-day activities of the Customer Service staff (hire, train, develop, motivate, etc.).
• Develop and implement departmental policies and work procedures, assignments, etc., and communicate with others, internally and externally, as needed.
• Set team, individua; goals, and agenda. Monitor progress of team goals & metrics.
• Implement process improvements in Customer Service that support a shorter quote to order cycle, maximize efficiencies, reduce errors, and improve customer satisfaction.
• Assure that Key Accounts are serviced at the required priority levels.  Assist in servicing these accounts during peak periods.
• Respond to customer and sales representative requests directly regarding order status and shipping dates.  Develop process improvements to enhance visibility of order status, while minimizing the need for customers or reps to call customer service.
• Coordinate and assist in optimizing the utilization of information systems and tools (FileMaker, Syteline, job card process, and filing system, etc.)
• Assist in resolving product and service problems including clarifying customers’ complaints and as appropriate, involving Inside Sales, Engineering, and Quality personnel to expedite the corrective action.
• Lead and/or participate in process improvement projects to improve quality, cost, productivity, and/or customer satisfaction.
• Assist in maintenance of business system information customer records including customer and sales representative contact information.
• Assist in data collection and performance reporting for Sales Key Results Indicators.  May help develop and or improve reports and reporting process.
• Coordinate and organize meetings within the department and coordinate projects with other departments/ personnel.

Qualifications

KNOWLEDGE, SKILLS & ABILITIES

• Ability to inspire and lead a team in a dynamic, fast paced environment.
• Recruit and develop talent.
• Analytical with a drive for continuous improvement and wiliness to grow their skills and career.
• Active contributor to the overall direction of the sales organization.
• Ability to communicate effectively, verbally and in writing, with internal and external stakeholders.  Must use good judgment when dealing with customers and fellow employees.
• Ability to influence, negotiate, develop relationships, handle irate customers, etc.
• Ability to grow into Subject Matter Expert for Dynatect's ERP system and other databases.
• Proficient in MS Office suite of programs.
• Knowledge of lean principles applied in an office environment.
• Organizational skills to maintain records and files effectively.
• Proven skills to multi-task and maintain high volume workload. Ability to plan and organize daily workload to ensure timely completion of tasks.

Experience:

• 5+ years of Customer Service managerial experience.
• Previous sales / customer service experience; manufacturing environment preferred.
• Experience in process mapping and process improvement, with documentation of measurable results.
• Familiarity with ERP systems.

Education:

High School Diploma or equivalent required; bachelor’s degree ortechnical degree strongly preferred.