Customer Service Manager Job at GIW INDUSTRIES, INC.
Customer Service Manager
GIW INDUSTRIES, INC.
Job Title: Customer Service Manager
Department: Sales
Reports to: Regional Customer Service Manager
Location: Grovetown, GA
Shift: 1st
FLSA status: Salary exempt
Direct Reports: 4-6 Customer Service Representatives
KSB is a leading supplier of pumps, valves and related systems. Founded in Frankenthal, Germany, in 1871, the company has a presence on all continents with its own sales and marketing organizations, manufacturing facilities and service operations. KSB employs more than 15,000 people. The company also has 170 service Centers and over 3,000 service staff to provide inspection, maintenance and repair services worldwide. As part of the KSB family, GIW Industries, Inc. leads the way in slurry transport. We need the highest quality talent available in the market today; let us build the future together!
Purpose of Position:
The Customer Service Manager will manage existing and assigned new customer accounts in the US and abroad for parts sales out of the Grovetown, GA office. As a CSM, you will effectively manage the Customer Service (CS) team in Grovetown; implement the CS procedures, corporate policies/guidelines, and will have accountabilities in Customer Service Operation and Administration, Communication, and Parts Sales activities to ensure strong Customer Service relationships. You will ensure that your team, their work, and their skillsets are reflective of the company’s mission and goals. In the CSM role, you will oversee the complete CS process from start to finish including effective communication with all internal and external stakeholders and recordkeeping.
Duties and Responsibilities:
- Customer Management and Relationships
- Develop strong relationship with internal and external customers
- Collaborate cross-functionally to help customers with their parts needs for smooth operations
- Resolve escalated customer issues about product, process, or Customer Service deficiencies
- Monitor Expedite, Breakdown, Rush, and Urgent requests and ensure maximum support to customers
- Facilitate the investigations of customer issues pertaining to Deliveries, Shipping, Orders Status; Overages, Shortages, and Damages (OS&Ds), and ensure an appropriate and timely resolution
- Enforce GIW Terms and Conditions, Including orders Cancellation and Restocking fees
- Support and provide backup for the Customer Service team as and when required
- Regularly analyze the workload and ensure resource smoothing for optimum productivity
Communication & Administration
- Generate and disseminate Customer Service Reports (Order Intake, Quotations, etc.) to the key stakeholders on a daily and monthly basis
- Manage Price Increases in the system, when required per executive directives and formal approvals
- Manage Customers’ Blanket Contract Pricing in the ERP (SAP) system
- Create new Customer & Sales Account Manager, when requested, and manage the existing accounts
- Create and maintain Sales Managers, Sales Representatives, and CSR Maps
- Maintain proper hierarchy of Sales Account Managers
- Develop, revise/update Customer Service SOPs and Work Instruction for all changes and directives
- Ensure Customer Service file management and retention per GIW policies, procedures and guidelines
- Participate in interviewing, selection, hiring, and training of the employees
- Coach, develop, facilitate, and train the Customer Service team for optimum results
- Set team goals/objectives, monitor performance, and complete annual performance appraisals
- Create and maintain any other records as and when needed
General
- Maintain familiarity and consistent compliance with GIW/KSB Policies, Directives, and SOPs
- Ensure all QHSE principles are followed to maintain an organized, safe, and healthy work environment
- Perform duties in a manner that exhibits accountability, courtesy, timeliness, and professionalism
Knowledge & Experience:
- Organization: Continuous Improvement and Problem-Solving Mindset
- Self-Management: Able to identify, prioritize, and complete tasks to achieve results in a timely manner
- Customer Focus: Committed to customer satisfaction
- Interpersonal Skills: Interacts with others in a professional, friendly and positive manners
- Excellent verbal & written Communication Skills
- Leading Others: Motivates the team to accomplish goals while creating a sense of order and direction
- Must be multi-task oriented, responsive, able to manage stress, and adapt to change
- Ability to make decisions, perform without supervision and work well in a team environment
- Self-Starting: Initiates and sustains momentum without external stimulation
- Strong communication skills, work ethics, excellent customer service, and leadership skills
- Must have minimum 3 years of SAP S&D and MM modules experience
- Strong MS Office (Outlook, Excel, Word, PowerPoint) skills
- Strong knowledge of Supply Chain principles, practices and procedures including Incoterms
Education:
- Minimum 5-years’ experience working as a Parts Sales/Customer Service Manager in the Aftermarket Parts industry, preferably with an OEM
- 5+ Years of experience managing and developing teams
- An undergraduate degree in a business related field with a Supply Chain Certification from ISM/APICS/CIPS/SCMA
Physical Requirements:
- Primarily desk-type duty
Travel Requirements:
- This position may require occasional travel, approximately 10%
GIW Industries, Inc. (A KSB Company) is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.
This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. GIW Industries, Inc. (A KSB Company) makes hiring decisions based solely on qualifications, merit, and business needs at the time.
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