Customer Service Manager Job at Eriks
ERIKS Seals and Plastics
ERIKS Seals and Plastics, Inc. is a division of LKCM Headwater Investments, focusing specifically on sealing and custom plastics products. We also offer related technical and logistics services for the consumer products, food and beverage, heavy equipment manufacturing, oil and gas, pharmaceutical, power generation, semiconductor, transportation and the water and wastewater industries. ERIKS Seals and Plastics is headquartered in Dallas/Fort Worth, TX and has facilities in New Berlin, WI, Seattle, WA, Portland, OR, Fremont, CA, Roseville, CA, Norwalk, CA, Dallas, TX, and Tulsa and Oklahoma City, OK.
ROLE PROFILE
Position: Customer Service Manager
Job Location: Renton, WA
Job Type : Full-Time
Status: Exempt
Reports to:
SUMMARY OF ROLE
Provide hands-on leadership and direction to the Customer Service team to drive achievement of performance objectives and customer satisfaction. Manages the development and implementation of customer service policies and procedures to ensure consistency. Leads the team in identifying technical sales opportunities and directs relationships between Customer Service, Purchasing, Operations, and Outside Sales.
RESPONSIBILITIES
- Create and foster a motivational work environment, which encourages professional development, team collaboration and a high performance culture.
- Team Management - including recruiting, on-boarding, scheduling, time-keeping, training, work allocation, and problem resolution.
- Performance Management – including addressing gaps in performance, coaching to improve performance, clearly setting expectations, and taking further disciplinary action as appropriate.
- Continually analyze department performance to improve customer service efficiency
- Identify new sales opportunities in cooperation with Account Managers. Qualifies new accounts for potential, delegate’s action and follow up.
- Ensure all subordinates obtain the required level of product knowledge necessary to effectively promote ERIKS’ products.
- Build and maintain strong relationships with customers, and support team in effectively managing customer issues.
- Understand the needs of our customers and determine solutions that offer the best fit with ERIKS; make continuous improvement recommendations for all phases of customer support.
- When necessary, support Customer Service Sales Reps by processing requests for quotes, orders, and other processes.
- Review daily orders and quotes to determine judgment relative to pricing, sourcing, and communication to team, and managing effective workload.
- Respond timely to Customer Corrective Action Requests and ensure effective implementation of Corrective Action.
- Utilize ERP system for reporting, analysis, and strategic recommendations.
SKILLS AND ABILITIES
- Effective customer service interpersonal skills with the ability to negotiate and influence for positive outcome
- Ability to work independently and prioritize responsibilities
- Excellent communication skills
- Having a mechanical aptitude is a plus, with the ability to read and interpret drawings to understand how to meet customer requirements; learn how our products are manufactured and utilized by our customers
- Ability to lead, coach, and manage multiple teams
QUALIFICATIONS
- Bachelors’ degree or equivalent experience preferred
- Proven experience successfully managing a team of Customer Service/Inside Sales associates.
- 5+ years of customer service experience
- Strong Microsoft Office skills including Powerpoint and Excel.
- Extensive experience utilizing an ERP system, knowledge of Prelude is a plus.
Total Rewards
- Competitive compensation plan, with Annual Incentive Plan (AIP)
- Health Benefits: medical, dental, vision, short term and long term disability
- 401-k with company match
- Paid time off
EQUAL OPPORTUNITY EMPLOYER
It is our policy to employ qualified persons without regard for race, creed, color, national origin, nationality, ancestry, age, sex, marital or domestic partnership status, sexual orientation or disability. Individuals are considered for employment, promotion, or training solely on their ability to perform the essential functions of the position.
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