Customer Service Manager Job at Beckwood Press Company in Fenton

Overview

Customer Service Manager role at Beckwood Press Company

Responsibilities

• Manage and mentor a team of customer service professionals
• Foster a culture of accountability, collaboration, and continuous improvement.
• Establish clear goals, provide regular performance feedback, and support professional development.
• Effectively balance customer needs with Beckwood`s business objectives, ensuring a high level of customer satisfaction.
• Responsible for managing, overseeing, and continuous improvement of all administrative policies and procedures for the Service Department.
• Drive operational improvements by identifying bottlenecks, inefficiencies, and opportunities for innovation.
• Monitor service metrics and KPIs to ensure alignment with company goals and customer expectations.
• Serve as the primary point of escalation for complex service issues, ensuring timely resolution and customer satisfaction.
• Collaborate with sales and engineering teams to understand customer needs and tailor service offerings accordingly.
• Collaborate with finance team to ensure alignment with service processes and company financials.
• Serves as the primary interface between customer service needs and the engineering department by working closely with the engineering manager, functional leaders, and SMEs
• Analyze customer feedback to refine service strategies and improve the overall customer experience .
• Works to identify trends in product quality and/or product reliability and takes the actions necessary to mitigate these issues in future company products by communicating with sales and engineering management
• Maximizes the use of all available software (Genius and Salesforce) with the goal of promoting efficient responses, service call tracking and quoting/invoicing for all departmental efforts.
• Works with department managers to implement goals and strategies to increase department efficiency.
• Responsible for determining the application of warranty compliance and works with Sales & Marketing to determine exceptions while ensuring customer satisfaction.
• Responsible for ensuring proper customer interaction via the customer support team.
• Determines when field service calls are appropriate, either under warranty consideration or as a paid service. Oversees staff hours, number of personnel, parts and equipment required for service call. Coordinates scheduling of non-service related personnel.
• Manages service budgets, including resource allocation and cost control.
• Identify opportunities for cost reduction without compromising service quality.
• Support the development of service-related revenue streams, such as maintenance contracts and machine retrofits.

Qualifications

• BA/BS in business or related field or equivalent work experience
• Minimum of three years’ experience leading customer facing personnel
• Experience with ERP and CRM systems
• Experience with scheduling software
• Manufacturing/technical background preferred

Benefits

• Competitive salary
• Bi-annual bonus potential
• Comprehensive benefits package (health, dental, life insurance, AD&D, parental leave)
• Flexible PTO & Sick Time
• Fun office atmosphere with catered lunches, group activities, and happy hours
• 401(k) with employer contribution

Work Environment

This position operates in a professional office environment. The employee is occasionally exposed to a variety of conditions within the plant. The noise level is usually moderate.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is frequently required to sit. The employee is occasionally required to stand and walk.

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Other

Industries

• Machinery Manufacturing