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WAGO Corporation is seeking an experienced Customer and Order Services Manager to be responsible for ensuring customer satisfaction and managing the daily operations of the Customer Service and Order Services department. This role involves clearly communicating departmental goals, analyzing performance data to assess progress, and collaborating with senior leadership to identify opportunities for improvement. Responsibilities also include staffing, strategic planning, and making recommendations to enhance departmental effectiveness.
WAGO offers a competitive salary and a comprehensive benefits package including medical, dental, vision, company-paid insurance plans-life, AD&D, short-term disability and long-term disability, and a retirement 401k plan.
Experience & Qualifications:
- Bachelor's degree or 5+ years of experience in customer service
- Minimum of 5 years of experience in management position
- Requires good oral and written communication skills
- Basic electrical and electronic knowledge, computer, and associated software familiarity
- Strong time management, attention to detail, strong organizational abilities, and effective problem-solving skills
- Knowledge of SAP and Microsoft Office Suite applications
- Oversee and coordinate all activities of Customer Service and Order Services staff as defined in their respective job descriptions.
- Supervise the daily operations of the Customer Service and Order Services department
- Provide strategic direction and leadership to the Customer Service and Order Services department to ensure efficient, timely and accurate processing of all work, including but not limited to, staying current on relevant industry changes and ensuring proper staffing needs
- Responsible for the overall leadership, training coordination, and performance evaluation of Customer Service and Order Services employees. This includes interviewing, hiring, and onboarding staff; planning, assigning, and supervising work; conducting performance appraisals; managing employee recognition and disciplinary actions; and addressing concerns and resolving conflicts.
- Set Customer Service and Order Services departmental goals and help support team in achieving set goals
- Interact with customers and handle customer queries and complaints in a timely manner
- Communicate and maintain good rapport with colleagues, staff, and sales team
- Train staff on procedures and other company related issues and policies, obtain, and correspond with other company departments and employees to increase sales and profits
- Analyze changes in company procedures that affect the customer and implement appropriate changes; Coordinate and communicate the changes to other departments
- Recommend improvement programs for the department
- Organize weekly/monthly departmental meetings
- Create weekly and monthly reports
- Travel as need (one to two times per year) to customers domestically, and/or internationally to German corporate HQ to acquire knowledge and deliver training on current and new software (SAP, EDI)
- Support the Director of Customer and Project Operations in managing the Customer Service team, including providing backup supervisory coverage as needed
This job description in no way states or implies that these are the only duties to be performed by this employee. Additional job-related duties may be assigned as required.
We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.