Manager of Customer Service

Company: Electroswitch
Location: Weymouth
Posted on: August 6, 2022

Job Description:

Electroswitch, located south of Boston, is currently seeking an experienced Customer Service Manager. This position is responsible for the daily management of the Customer Service Representatives and Order/System Administration to ensure all customer requests are processed in a prompt and courteous manner. Develop pricing for all special products to ensure proper gross profit margins meet the company---s pricing guideline requirements. Work closely with the Sales department. ESSENTIAL RESPONSIBILITIES INCLUDE: Manage the Customer Service Representative (CSR) group. Hire and train new employees. Resolve problems. Act as liaison between all departments on matters that pertain to customer service. Supervisory responsibilities include: Create and deliver annual performance reviews for the Customer Service team, manage disciplinary actions, and elevate any issues that may need the attention of upper management. Interface with all departments in handling customer service issues including credit and collection problems, order processing, shipping instructions, and issuing Return Authorizations. Determine pricing of all special or custom products which are not priced in the system. Determine new product price codes and enter all information into the ERP system. Review products that may not be priced correctly and adjust to assure profit margins are met. Process all requests for quotes and orders in the ERP system Improve and streamline processes to ensure maximum efficiency. Monitor pricing to ensure customers are correctly quoted. Work with the Sales team to update contracts annually, or as needed throughout the year. Review all customer price lists annually and identify products that may be priced incorrectly. Work with the National Sales Manager to increase prices on low margin products. Review and correct all Customer Service related ISO procedures, as needed. Perform other duties and responsibilities as assigned. Provide backup to the Customer Service Representatives whenever required. DESIRABLE QUALIFICATIONS: This position requires a Bachelor---s Degree in Management, Marketing, Business or Sales Administration or Information Technology plus three to five years previous related work experience and 5 years of management experience. Previous experience working in a manufacturing company is essential to be successful in this position. Electroswitch offers a competitive benefits package that includes 10 paid holidays per year, paid sick and vacation time, health, dental and vision insurance, company paid life insurance, 401k retirement plan with a company match. Electroswitch is an Equal Employment Opportunity employer and provides Equal employment opportunities for all current and prospective employees. The Company will ensure that all terms of employment are provided without regard to race, color, sex, age, religion, national origin, disability, protected veteran status, military status, gender identity, sexual orientation, or any other characteristics protected by law. Electroswitch will provide reasonable accommodations which do not impose an undue hardship on the company, to enable individuals with disabilities to participate fully in the interviewing and hiring process and during their employment in compliance with the Americans with Disabilities Act and the Rehabilitation Act of 1973.

Keywords: Electroswitch, Weymouth , Manager of Customer Service, Hospitality & Tourism , Weymouth, Massachusetts