Customer Service Manager

Position Summary Responsible for the processes and systems related to the service of our customers and to the support of the sales and systems engineering staff. As a key leader in the business development value stream, the Customer Service Manager will direct the delivery administrative and operational assistance designed to promote revenue growth, productivity, and exceptional levels of customer satisfaction. This role will also provide team members and co-workers with the appropriate training, tools, direction and motivation that enable their success. Essential Duties and Responsibilities Both support and respond to customer inquiries, in all forms of medium. Inquiries regarding order changes or status, product pricing and availability information, technical product information, as well as shipping information. All effort should be made to respond to the customer within the same business day as the request. Support and manage order verification process as outlined in Company Procedures and Work Instructions. Support and manage the Customer Return Material Authorization (RMA) Process to ensure customer returns are being evaluated and repaired to meet customer expectations. Assist in the decision process of charges for repair, warranty and billable ambiguities. Provide quotations to customers for Standard Products. Support and manage the process of a new customer and the establishing of new accounts as outlined in Company Work Instructions. Support and manage the established process for new product part number activations in the dbSpectra database (Manbase) promptly. Manage International Shipping compliance as required by law. This includes contacting the specified freight forwarder/broker and preparing the required export documents. Must maintain knowledge of current documentation requirements for each country’s shipments. Supervise and complete order changes as requested by customer. Changes can include line items additions, deletions, ship date changes, ship to address changes as well as frequency changes. Manage automated customer focused emails that are sent to the customer advising of order acceptance, order schedule date, and shipping information. In addition, customer email addresses must be maintained to ensure emails are sent properly. Support and manage customer portals that manager purchase order acknowledgements, shipments and invoicing. Manage Customer Owned materials sent in to be integrated with dbSpectra equipment. Challenges team members or co-workers in providing exceptional support to both external and internal customers. Help the departmental team develop goals, action plans, and timetables. Spend time anticipating potential problems and developing plans to prevent crisis from occurring Attend meetings and training sessions as required Additional Duties: Provide direct support to reception desk, guest check-in and visitors. Provide direct support to help answer incoming calls, as needed. Schedule and manage Backlog Meeting with multiple inter-disciplined departments as needed to ensure orders are able to ship as planned. Provide hands-on support to international clearance processes Provide hands on support to dbSpectra Field Service by creating and executing a shipment plan to meet the service schedule to ensure the equipment is received just before the staff arrives for duty. Maintain data entry to the Customer Concerns Log as required by ISO Review and maintain annual HTS Classifications for inbound and outbound shipment each year. Provide hands-on support with general Customer Service tasks during staff shortages. Required Qualifications Bachelor's degree Minimum 5+ years of customer service manager experience Pay: From $68,000.00 per year Benefits: 401(k) 401(k) matching Dental insurance Health insurance Paid time off Vision insurance Work Location: In person

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