Customer Service Manager

Egyroll

POSITION DUTIES & RESPONSIBILITIES include the following, other duties as assigned.

• CRM case and order entry of parts and service for various types of customers
• Order management including all types of purchase orders, work orders, parts orders, invoices, parts documentation, etc.
• Prepares quotes for service and parts orders
• Provides account support including reviewing contracts, specialized invoicing, specific routing for parts orders and or shipping notices
• Provides efficient, effective and comprehensive management of service orders including maintenance and management of order records and documentation
• Provides customer post-service support and aftermarket sales and research of spare parts and service including quoting
• Provides support to inside and outside service staff and associated customers
• Responds to verbal or written customer inquiries regarding service requests or orders for parts, pricing and delivery
• Coordinates projects, schedules and logistics for service accounts including the coordination and resolution of customer freight issues such as shipment damages and delivery issues
• Coordinates and handles warranty issues and focuses on tracking warranty costs, including working with procurement on back-charging suppliers.
• Ensures company policies and procedures are reviewed often and notifies when such policies or procedures may need to be revised to increase work efficiency in the department

• 2 years of experience in a manufacturing environment or a combination of education/experience
• Strong team building and leadership abilities
• Experience and knowledge of CRM and ERP is a plus
• Experience in product application design and product enhancements is a plus
• Strong analytical, organizational skills and communication skills