Customer Service Manager in Columbia, MD at B/A Products Co.

Date Posted: 11/22/2019

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    Columbia, MD
  • Experience:
    Not Specified
  • Date Posted:
    11/22/2019

Job Description

Fundamental Duties and Responsibilities (60%) include the following. Other duties required as assigned.

• Process all order entry in existing AS400 system and facilitate the move to Microsoft Dynamics AX.
• Correspond with sales, marketing and operation departments for up to date product information including manufacturing lead times, price lists, accurate customer records and special customer requirements.
• Acknowledge all customer orders to the sales representative and/or customer within 24 hours of receipt of order.
• Lead and support customer RMA process.
• Provide consistent and quality internal and external customer service.
• Active participation in supporting incoming customer calls.
• Review customer orders and requests via E-mail, fax and from outside sales.
• Review and edit your “Open Orders’ report to ensure all orders are released and shipped.
• Provide excellent customer service.
• Must be comfortable with upselling B/A Products to our customers.
• Work well with Operations and Shipping to advise shipment tracking for customers.
• Process customer orders and PO’s using the ERP system.
• Provide quality and timely response to all customer requests
• Support technical questions and problem resolution.
• Ability to learn the product portfolio and support cross functional training.
• Ability to work with and communicate with other departments of B/A: Shipping, Accounting, Operations, Outside Sales, Purchasing, Engineering, Quality Support and Leadership.


Management (40%): include the following. Other duties required as assigned.
• Supervise and support a team of inside sales and customer service representatives
• Support and resolve customer escalations
• Lead, support and schedule priorities and assignments for the team
• Lead and support cross functional projects
• Obtain and analyze data, provide recommendations and corrective action
• Provide team training and support cross training initiatives
• Establish departmental SOPs
• Develop key metrics to support the business and customer needs.
• Establish core customer support process and documentation.
• Provide coaching and professional development.
• Ability to work with executive leadership in a multi-market segment.


Job Type: Full-time


Skills and Qualifications Required:


• Customer Service and/or Inside Sales: 5-10 years.
• Prior managerial experience required; minimum of 5 years.
• Manufacturing or distribution experience preferred.
• Demonstrated professional verbal and written communication skills.
• Strong computer skills, Microsoft Office experience, and ERP/ MRP/WMS/CRM software experience a plus
• Strong comprehensive and active listening skills, phone experience preferred
• Customer orientation and ability to adapt/respond to different types of challenges.
• Ability to multi-task, prioritize, and manage time effectively.
• Positive, upbeat attitude and works well in a team environment.


Education:


• 4 year degree (Preferred);
• or relevant industry experience 10+ years.
Supervisory Responsibilities
Prior Supervisory experience required.
Responsible for 6-8 direct reports.


Competencies

To perform the job successfully, an individual should demonstrate the following competencies:


Analytical - Synthesizes complex or diverse information; collects and researches data.
Design - Generates creative solutions; Demonstrates attention to detail.
Problem Solving - Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully.
Customer Service - Responds to requests for service and assistance; Meets commitments.
Communications - Expresses ideas and thoughts verbally; expresses ideas and thoughts in written form; keeps others adequately informed.
Cooperation - Establishes and maintains effective relations; works cooperatively in group situations.
Oral Communication - Listens and gets clarification; participates in meetings.
Written Communication - Writes clearly and informatively; presents numerical data effectively; able to read and interpret written information.
Teamwork - Exhibits objectivity and openness to others' views.
Adaptability - Adapts to changes in the work environment; able to deal with frequent change, delays, or unexpected events.
Planning/Organizing - Prioritizes and plans work activities.


Qualifications


To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


Language Skills
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.
Mathematical Skills
Ability to calculate figures and amounts such as discounts, interest, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.
Reasoning Ability
Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.
Computer Skills
Microsoft Office / D-365 preferred/ SAP or similar ERP software experience a plus
Certificates, Licenses, Registrations


Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


Work Environment
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this Job, the employee is occasionally exposed to moving mechanical parts. The noise level in the work environment is usually moderate.

Support core business hours, overtime as needed and occasional weekend support required.
Onsite Office support required.

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