Customer Service Manager

Responsibility for developing the vision, outlining processes and SOP’s, identifying gaps in systems together with implementing corrective actions and leading the US Customer Service organization to support internal and external customers on a global basis.

Accountability for ensuring that this team is driving towards established goals and metrics while ensuring a customer excellence culture.

Reviewing department performance (safety, productivity, customer concerns, 6S). Discuss and initiate countermeasures for off-target performance. Follow up on individual needs and concerns as it relates to production and customer needs.

Facilitating new processes, tools, communications, training and methodologies to ensure sales program’s success across teams and departments throughout the company. Serve with other departmental management to facilitate relationships among members of these various departments and locations in order to achieve the organization’s goals and objectives.

Collaborate with outside sales team members, marketing, internal systems, product management and account management to facilitate new programs, messages, campaigns and offerings.

Maintains customer account profiles and database. Implements order entry, change orders and communicates changes to the customer requests to the appropriate parties immediately

Participate in client interactions to ensure cross-training, customer satisfaction and management involvement regularly. Lead Voice of the Customer (VOC) process for all sales.

Ensures compliance to all rules, regulations and policies. This includes compliance to established practices, operating standards and standard work requirement. Immediately documents, communicates and corrects violations or nonconformance or unsafe conditions; treats all direct reports equally with respect and professionalism.

Working knowledge and understanding of business terminology, Company products, and their applications, basic manufacturing processes including scheduling and shipping along with applicable safety & health concerns.

Responsible for the customer service activities, including customer invoicing, order receipts, order acknowledgements, order processing, customer complaint intake, etc. for all assigned Performance Materials and other Lydall accounts.

Managing, maintaining and updating customer portals

Maintain an in-depth knowledge of applicable procedures and policies as contained in the procedure manual and the applicable business software. Responsibilities will include the processing of quotations, customer specifications, administration of orders, processing EDI orders, consignment and blanket orders in addition to export orders and documentation.

Interpret orders and documentation for customers and process orders in accordance with established contracts. Expedite and trace orders to meet customer needs. Obtain freight quotes and coordinate freight shipment documents

Utilize customer complaint procedure to insure resolution. Responsibilities include inputting customer complaint into database, providing specific details to quality regarding the complaint, coordinating return of products when needed, and following up with the customer.

At direction of the locations finance team coordinate payment credit terms with customers.

Update forecast to reflect all changes and communications from latest customer information and/or management, as needed.

Provide customers, both existing and potential, with technical data sheets and MSDS sheets upon approval from Account Manager.

Provide sales leaders with visibility and action plans to resolving open orders that are at risk of shipment for current and future months

Assist sales team with coordinating sample deliveries to customers

Prepare sales reports and/or spreadsheets tracking current and historical trends for sales, bookings, and specific product performance; and distribution to the requested groups.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)