Customer Service Manager

Summary/Objective

To provide effective support to the Company's key accounts. To continually strive to improve service excellence by pro-actively developing relationships and delivering a professional service.

Essential Functions/Responsibilities

 To develop relationships and a pro-active approach with customers,
understanding their requirements.
 To provide a single point of contact for key accounts and escalate any
issues as appropriate.
 Offer support for operational changes, feedback the impact of change
to management.
 Ensure that service to the customer is of the highest standard and
quality at all times.
 Support all day to day material requests, from the point of Quote to
Sale and remittance.
 Manage and report on all contract performance data.
 Contract material demands and action appropriate responses to
maintain and improve contract performance including pre-emptive
material sourcing and monitoring of stock with support from the
relevant product and support teams
 Review and monitor repair work sent to the customer.
 Oversee customer consignment contracts with support from relevant
product manager.

Competencies

 Flexible
 An excellent communicator
 Professional
 Ambitious / Driven
 Conscientious
 Works effectively as ‘part of the Company team', communicates
positively at all levels both internally and externally.
 Has excellent interpersonal, communication, organizational, and time
management skills
 Has a professional and flexible approach
 Ability to effectively problem solve and use initiative

 Three years' customer support experience.
 College degree
 Ability to develop, manage, and maintain customer accounts
 Computer literate

Travel is primarily local during the business day, although some out-of-area and overnight travel may be expected.