Customer Service Manager

Employment Type

: Full-Time


: Customer Service/Call Center

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Customer Service Manager

Tracking Code


Job Description

The Customer Service Manager is responsible for the order to cash process of all incoming customer orders for Scranton Products. This includes accurate and timely order entry and order management, invoicing, and pro-active issue resolution. Ensure the team provides timely communication to dealers and internal partners. The Customer Service Manager ensures prompt, complete and accurate reporting on key metrics as well as develops, implements and initiates continuous improvement in operating systems and procedures for the department. The Customer Service Manager will display a commitment to Core Values.
Reasonable Accommodations Statement
To accomplish this job successfully, an individual must be able to perform, with or without reasonable accommodation, each essential function satisfactorily. Reasonable accommodations may be made to help enable qualified individuals with disabilities to perform the essential functions.

Essential Functions Statement(s)

Provide leadership, direction, and oversight to ensure that orders will be entered, acknowledged, filled, and invoiced accurately and in a timely
Selects, supervises, develops, evaluates and motivates personnel in the Customer Service and Drafting teams
Leads by example and provides consistent and frequent development feedback for the team
Manages specific customer issues as necessary or as escalated by Customer Service Advocates including order and / or shipment discrepancies and credit requests
Manages daily and monthly audit of order acknowledgements sent to customers
Attends daily production meeting to ensure Customer Service is aware of Operational planning and to address any issues Customer Service is encountering regarding orders, quality, backorders,
Manages customer claims process, ensuring claims are entered timely and accurately. Ensures approval process is adhered to internally with timely turnarounds for expedited no charge order and / or credit
Oversees day to day administration of com email queues, ensuring queues are maintained throughout the day by the Customer Service team
Reviews and analyzes the effectiveness and efficiency of existing Customer Service and Drafting processes/systems and develops strategies for improving these processes/systems. Participates in Kaizan events or other efforts to improve processes/systems related to the Customer Service
Provides support to the team during busy season as necessary to ensure continuous workflow, including order entry, releases, claims entry and credits processing
Reports and analyzes key results from various activities including the Complete On Time (COT) and Daily Sales reporting
Assists Accounts Receivable in resolving billing disputes
Partners closely with Sales organization to ensure timely and accurate communication to the field
Performs additional duties as needed and/or assigned

Required Skills

Computer Skills: Strong computer skills to include: Microsoft Word, Excel, Access, PowerPoint and Outlook Knowledge of automated financial/sales reporting or ERP systems (i.e. JD Edwards) and a plus.

Other Requirements:

Strong analytical abilities required
Strong interpersonal skills with the ability to communicate upwardly to top management and downward to a wide range of audiences
Strong communication skills; ability to speak clearly and persuasively in positive or negative situations
Ability to motivate teams to produce quality results within tight timeframes and simultaneously manage several projects
Ability to participate in and facilitate group meetings
Must be self-directed and motivated and able to multi-task in fast-paced manufacturing environment
Work schedule flexibility, with or without notice, to accommodate the needs of the business

Required Experience

Education: Bachelor's Degree (four year college or technical school) OR an equivalent combination of education and experience

Experience: Three to five years of experience in a similar Customer Service Management position; preferably in a manufacturing environment.

Job Location

Scranton, Pennsylvania, United States

Position Type

Associated topics: customer service manager, customer service team manager, guidance, lead, management experience, monitor, senior, service manager, team manager, telephone

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