Customer Service Manager B2B
Princeton, New Jersey, United States
Job Summary
Occupation
Customer Service
Specialty
Customer Service
Location
19047, Langhorne, Pennsylvania, United States
Visa Sponsorship
No
Job Description
Last Update:
1/11/24
Customer Service Manager
Sauermann North Americas operation in Langhorne, PA is seeking a highly motivated Customer Service Manager. This position requires working full-time in the office (no remote working) during weekday hours.
You will need to bring solid experience of the B2B Customer Service process from working in/around a manufacturing, service center, or distribution environment. You will need to be cordial and fearless when dealing with customers and an effective communicator in English.
The candidate should be able to contribute to building relationships and implementing new programs that will increase our business revenue potential. You will work directly with clients to help solve their problems and ensure their satisfaction. You will also work closely with other employees to ensure customer questions and concerns are addressed in a quick and timely manner.
We will provide comprehensive product & software system training and onboarding; you will need to have a strong technical aptitude for us to build on.
This position reports to the North American general manager on-site.
Responsibilities
· Lead and manage a small team of people engaged in Customer Service and Warehouse Distribution activities.
· Own the full Customer order process from offer creation (quote), sales order management, complaint management, receiving, picking, shipping.
· Own and satisfy customer inquiries; guiding customers in product selection, pricing, availability, order status. Escalate inquiries to appropriate technical resources in the extended organization while ensuring rapid resolution and feedback to the customer when required.
· Coordinate and ensure resolution of all interdepartmental flows of documents and information.
· Coordinate and align the entire Customer service flow seamlessly across multiple systems (ERP/CRM/CPQ).
· Drive Service business flows to exceed customer turnaround time expectations; issuing RMA#, producing repair quotations, certificates, and dispatch.
· Improve Customer Service and Distribution processes by identifying bottlenecks, designing solutions/processes and balancing resource levels/skills as required.
· Set monthly, weekly and daily team objectives/KPIs to support on-time delivery (OTD) and reduce customer complaints.
· Support sales activities including contacting existing customers and new leads to drive sales of new products and services for existing customers
Requirements & Skills
· Minimum 8 years of front office and B2B (business to business) customer support experience in a technical environment with at least 5 years in a managerial position
· Proficient in Microsoft Office suite
· Accountability and personal organization are essential
· Good administrative, organizational, and problem-solving skills
· The ability to multitask, work in a fast-paced environment, and meet deadlines
· Ability to effectively communicate with clients to foster positive business relationships and also with colleagues at different locations
· Good team development and leadership skills
· Experience working with brand image and promoting value through customer experience
· Business fluency in Spanish language, great written and verbal communications skills is preferred
· Associates degree minimum in the field of Business, Marketing, or Engineering preferred
· Proficient in using ERP/CPQ/CRM systems (QAD experience advantageous)
Job Type: Full-time
Pay: $70,000.00 - $80,000.00 per year
Benefits:
401(k) matching
Dental insurance
Health insurance
Paid time off
Vision insurance
Experience level:
8 years
Shift:
8 hour shift
Weekly day range:
Monday to Friday
Ability to commute/relocate:
Langhorne, PA 19047: Reliably commute or planning to relocate before starting work (Required)
Experience:
Customer service: 8 years (Required)
Work Location: One location
Health insurance
Sauermann North Americas operation in Langhorne, PA is seeking a highly motivated Customer Service Manager. This position requires working full-time in the office (no remote working) during weekday hours.
You will need to bring solid experience of the B2B Customer Service process from working in/around a manufacturing, service center, or distribution environment. You will need to be cordial and fearless when dealing with customers and an effective communicator in English.
The candidate should be able to contribute to building relationships and implementing new programs that will increase our business revenue potential. You will work directly with clients to help solve their problems and ensure their satisfaction. You will also work closely with other employees to ensure customer questions and concerns are addressed in a quick and timely manner.
We will provide comprehensive product & software system training and onboarding; you will need to have a strong technical aptitude for us to build on.
This position reports to the North American general manager on-site.
Responsibilities
· Lead and manage a small team of people engaged in Customer Service and Warehouse Distribution activities.
· Own the full Customer order process from offer creation (quote), sales order management, complaint management, receiving, picking, shipping.
· Own and satisfy customer inquiries; guiding customers in product selection, pricing, availability, order status. Escalate inquiries to appropriate technical resources in the extended organization while ensuring rapid resolution and feedback to the customer when required.
· Coordinate and ensure resolution of all interdepartmental flows of documents and information.
· Coordinate and align the entire Customer service flow seamlessly across multiple systems (ERP/CRM/CPQ).
· Drive Service business flows to exceed customer turnaround time expectations; issuing RMA#, producing repair quotations, certificates, and dispatch.
· Improve Customer Service and Distribution processes by identifying bottlenecks, designing solutions/processes and balancing resource levels/skills as required.
· Set monthly, weekly and daily team objectives/KPIs to support on-time delivery (OTD) and reduce customer complaints.
· Support sales activities including contacting existing customers and new leads to drive sales of new products and services for existing customers
Requirements & Skills
· Minimum 8 years of front office and B2B (business to business) customer support experience in a technical environment with at least 5 years in a managerial position
· Proficient in Microsoft Office suite
· Accountability and personal organization are essential
· Good administrative, organizational, and problem-solving skills
· The ability to multitask, work in a fast-paced environment, and meet deadlines
· Ability to effectively communicate with clients to foster positive business relationships and also with colleagues at different locations
· Good team development and leadership skills
· Experience working with brand image and promoting value through customer experience
· Business fluency in Spanish language, great written and verbal communications skills is preferred
· Associates degree minimum in the field of Business, Marketing, or Engineering preferred
· Proficient in using ERP/CPQ/CRM systems (QAD experience advantageous)
Job Type: Full-time
Pay: $70,000.00 - $80,000.00 per year
Benefits:
401(k) matching
Dental insurance
Health insurance
Paid time off
Vision insurance
Experience level:
8 years
Shift:
8 hour shift
Weekly day range:
Monday to Friday
Ability to commute/relocate:
Langhorne, PA 19047: Reliably commute or planning to relocate before starting work (Required)
Experience:
Customer service: 8 years (Required)
Work Location: One location
Health insurance