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Customer Service Manager at Carlisle Brake and Friction

Posted in Other 30+ days ago.

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Location: Solon, Ohio

Job Description:
Job Description
Lead a customer service team with the prime objective of providing the best possible service to CBF customers. Develop talent through leadership and training. Ensure the timely and accurate processing of business transactions to support customer expectations, company sales strategies and business plans. Ensure compliance with company and government regulations. The essential functions of the position include but are not limited to: * Directly manage a functional department of approximately 10 CS professionals * Lead customer service representatives. Investigate customer's problems and find solutions. * Liaison with all operational departments to ensure smooth information flow to and from the customer * Track Customer service KPIs and implement action items to meet annual targets. * Review and approve of all credit memos. Ensure that all SOX and TS documentation is current and observed. * Point person for all internal and external audit support. * Set goals and manage training for all CS reps. * Develop expert level knowledge of QAD as related to CS functions and maintain all related aspects of the system. * Develop customer cross coverage to ensure the communication and information flow path are available for all business days * Facilitate providing & maintain customer provided forecast within customer service. * Provide follow-up to customer questions and concerns, preferably anticipate them, manage customer needs quickly and efficiently. * Ability to motivate employees and colleagues to work within tight timeframes. * Participate and drive continuous improvement efforts by identifying problems and process inefficiencies and championing solutions across functional groups

This position requires a Bachelor's degree in Business Administration or relevant field experience is required. 5-8 years of experience in customer service in a manufacturing environment. Knowledge of brake, friction or similar highly engineered products is a plus. Manufacturing experience or experience dealing with Original Equipment/Aftermarket parts is also strongly preferred. The ideal candidate must have excellent communication skills and a commitment to continuous improvement with the primary focus on customer satisfaction and top line growth.