Job Openings Customer Support Manager - Manufacturing

About the job Customer Support Manager - Manufacturing

Gentis Solutions is seeking a Customer Service Manager for a full-time, direct-hire position with one of our clients. The ideal candidate will have a background in manufacturing with some procurement and/or inside sales experience.  Familiarity and competency in reading blueprints would be an excellent plus.  

Required Skills & Experience
  • Associate Degree
  • 2+ years of higher-level Sales/Support experience in a manufacturing environment, with a customer service/support background
  • Excellent verbal and written communication skills
  • Excellent sales, interpersonal, and customer service skills
  • Excellent organizational skills and attention to detail
  • Excellent time management skills with a proven ability to meet deadlines
  • Strong analytical and problem-solving skills
  • Ability to function well in a high-paced and at times stressful environment
  • Proficient with Microsoft Office Suite or related software
  • Demonstrates company values of personal accountability, discipline, trust, and proactive action.
Desirable Skills
  • Experience with ERP systems and reading/understanding drawings
Typical Job Duties
  • Interface daily with all levels of customers, suppliers, management, and a variety of employees
  • Independently research and accurately quote customer aftermarket parts, repairs, and field service for Kadant Black Clawson equipment using customer information, past history, past orders, drawings, or new part information as developed, following the 80/20 guidelines
  • Monitor quoted selling prices, versus the cost to produce or purchase parts, to ensure desired gross margin is achieved
    • Work with purchasing and/or manufacturing departments to acquire accurate quotes, lead times, and validity of parts pricing
    • Alert the management when price changes are required and negotiate prices with customers to achieve the sale
    • Follow up on open quotations and update status in the ERP system
    • Independently monitor open orders for assigned customers, and using discretion, determine if customer needs are achievable; and if so, reschedule orders in the ERP system as needed and communicate pertinent information to manufacturing, the supplier, and the customer as required
    • Be a resource and advisor for assigned customers in developing their needs for parts and services and using good sales techniques and technical knowledge, take a proactive approach with customers, and serve as their voice in establishing internal priorities and needs
    • Handle customer complaints and resolve problems, requesting assistance if necessary, at higher levels
    • Manage work orders for internal and external customers ensuring their completion
    • Work with Finance to resolve delinquent payables and customer hold situations
    • Work with planning/production control on all orders and share/participate in daily meetings regarding parts, repairs, and open jobs
    • Manage any consignment programs and review annually the consignment agreements. Must work with accounting to process and bill out all consigned orders as necessary
    • Process and bill out field service work and maintain records for the field service work
    • Update/Maintain and keep department records by scanning and filing to ERP System and department files
    • Monitor and assist in meeting departmental monthly and quarterly goals/objectives

      Package Details

      • Medical Benefits
      • 401(k) Retirement Savings Program
      • Paid Vacation and Holidays
      • Company-Paid Life Insurance
      • Supplemental Employee & Dependent Life Insurance
      • Long-Term Disability
      • Employee Assistance Program
      • Employee Stock Purchase Program
      • Wellness Program (some locations)