R&M - Customer Service Manager- Springfield, OH

POSITION TITLE: Customer Service Manager – Equipment

REPORTS TO: Director, Customer Service

PRINCIPAL RESPONSIBILITIES:

1. Manage, oversee, coordinate, support, coach and develop equipment, spare parts, technical support and warranty customer service activities, functions and personnel.

2. Develop product, system, application, and industry specific knowledge, as well as interpersonal skills and attitudes throughout the team.

3. Monitor employee knowledge, quotations, order/claim entry, order/claim backlog and A/R activities to ensure that all are flowing smoothly through the entire process; address any problems or issues immediately.

4. Develop and implement policies, procedures, processes, training and tools to improve team performance, exceed customer expectations and develop customer loyalty. Focus on improving efficiency, responsiveness/turnaround time, information accuracy, timeliness and the entire customer experience.

5. Develop strong business relationships and open communication channels with customers, colleagues, sales, finance, general management and internal (and external) suppliers. Actively solicit feedback.

6. Create equipment, technical support, warranty and spare part metrics and report metrics monthly. Analyze these metrics to objectively grade the overall performance/capacity levels of the equipment, spare part, technical support and warranty team.

7. Monitor internal (and external) supplier performance and address issues affecting team performance and product deliveries. Involvement in aspects such as the order backlog, the production schedule and expediting orders is essential

8. Perform the duties of direct reports as needed.

9. Other duties as assigned by supervisor.

Qualifications

EDUCATION: Bachelor’s degree

EXPERIENCE: 1-3 years experience with sales/customer service. Preferably with corporation’s offer/order/claim process team.

Organizational skills are a must.

Systems and process management skills are also important.

Experience with SAP is preferable.

Being able to hold you and your team accountable (a self-starter) is vital to success

Additional Information

What we offer:

Benefits: Medical Plan, Dental, Vision, 401k plan with a match from day one, profit sharing, identity theft protection, accident insurance, travel insurance and so much more!

Vacation: 2 weeks of vacation per year (pro-rated for the first year depending on start date). 5-12 years of service, 3 weeks. 13+ years of service, 4 weeks.

Sick Leave: 5 days of Sick Leave per year. Pro-rated the first year after 90 days of service

Holidays: 10 paid holidays per year

Konecranes moves what matters . Konecranes is a global leader in material handling solutions, serving a broad range of customers across multiple industries. We consistently set the industry benchmark, from everyday improvements to the breakthroughs at moments that matter most, because we know we can always find a safer, more productive and sustainable way. That's why, with 16 000+ professionals in over 50 countries, we are trusted every day to lift, handle and move what the world needs.