Customer Service Manager

Overview

We are seeking a highly skilled and innovative Customer Experience & Inside Sales Manager to join our dynamic team.

EDAC makes some of the most complex and innovative interconnect products in the world. Recognized as a global leader, EDAC provides design, manufacturing and logistics solutions, delivering superior quality and customer service to global distribution channels and Original Equipment Manufacturers (OEMs) in computing and storage, medical, aerospace, industrial, communications networks, consumer and clean technology sectors.

Education/ Experience Required:

• 3-5 years experience in customer service leadership required
• Proven people-management experience including coaching, performance management, and building high-performing teams
• Post secondary education in Business Administration, Marketing or sales, commerce or economics.
• Minimum of 3 years ERP experience required

Skills Required:

• Strong planning and organizational abilities
• Proficiency in Microsoft Office applications (Word, Excel, PowerPoint)
• Good verbal and written communication skills
• Strong relationship building skills
• Strong organizational skills
• Strong process improvement experience
• Pleasant and courteous telephone manner
• Good negotiation skills

Job Duties:

Champion providing an exceptional customer experience

• Champion the voice of the customer throughout the organization, ensuring customer needs, expectations, & feedback are understood and actioned.
• Lead the inside sales team in delivering responsive, professional & proactive support that consistently exceeds customer expectations.
• Identify process improvement & remove obstacles that negatively impact the customer experience by collaborating with sales, engineering, supply chain & finance.
• Establish a culture where every customer interaction reinforces the EDAC Groups reputation of being easy to do business with, supportive & enjoyable to interact with.

Inside Sales Leadership

• Lead, coach & develop the inside sales / customer service team.
• Lead recruitment, onboarding and training of inside sales team.
• Establish clear goals & accountability for individuals and the team collectively.
• cIdentify & implement the optimal structure for the team in conjunction with the VP EDAC Americas to maximize growth, efficiency & customer experience.
• Promote & exemplify the culture of the business.

Inside Sales Team Operations

• Oversee quotation management, order management, design registration management and customer support activities including RMA’s, stock rotations, quality issues, ensuring great execution.
• Ensure pricing policies are followed. Escalation point & decision maker for pricing exceptions within guidelines provided, involving BDM’s when warranted, ensure margins expectations are met.
• Manage lead routing & follow up activity.
• Manage territory assignment to support sales effort and new customer onboarding & assignment.
• Act as escalation point for complex customer situations, complex commercial matters, supply chain, quality, engineering challenges within the team. Work closely with other functional areas resolve & improve outcomes.
• Develop, maintain & improve SOP’s, training material & documentation to maximize team effectiveness.

Sales Growth

• Support revenue growth by maximizing quotation conversion, follow up activity and customer retention.
• Analyze customer and sales data to identify trends & opportunities for growth. Take proactive action to realize opportunities with support of BDM team as required.
• Partner with sales leadership to influence strategy, execute growth initiatives & assist in customer expansion & development activities.

Business Performance & Continuous Improvement

• Establish & monitor KPI’s customer service, inside sales, & customer experience.
• Participate in cross functional projects such as an ERP implementation & business process improvement.
• Lead continuous improvement initiatives within the department to improve efficiency and customer outcomes.
• Be a subject matter expert on the systems and tools used within the department.

Language Requirements

• Fluent in written and spoken English
• Mandarin speaking is optional

Physical Demands

• Normal amount of sitting and standing.
• Ability to move around an office environment.
• Ability to work at a computer workstation.
• Ability to bend, twist, lift, reach.
• Ability to lift max. 50lbs occasionally.

Schedule Expectations

• Day shift - 8:30am - 4:00pm
• Ability to work flexible hours to meet deadlines
• In-person onsite work environment

Pay: $95,000.00-$105,000.00 per year

Benefits:

• Dental care
• Disability insurance
• Extended health care
• Flexible schedule
• Life insurance
• On-site parking
• Paid time off
• Profit sharing
• Vision care

Application question(s):

• Do you have experience managing a customer service team?
• Have you worked in a manufacturing, industrial or distribution environment?
• Which CRM or ERP systems have you used?

Experience:

• Customer service: 4 years (preferred)
• Leadership: 4 years (preferred)