Customer Service Manager in Tucker, GA at ITW

Date Posted: 11/7/2018

Job Snapshot

Job Description

Since our founding more than 100 years ago, ITW has become one of the world's leading diversified manufacturers of specialized industrial equipment, consumables, and related service businesses.  ITW businesses serve local customers and markets around the globe, with a significant presence in developed as well as emerging markets. The company has operations in 57 countries that employ more than 50,000 women and men who adhere to the highest ethical standards. These talented individuals, many of whom have specialized engineering or scientific expertise, contribute to our global leadership in innovation. We are proud of our broad portfolio of more than 17,000 granted and pending patents.

We have a current opening for a full-time Customer Service Manager in our Tucker, GA facility.

POSITION SCOPE SUMMARY:

Reporting to the Director, Operations is responsible for the effective development, coordination and leadership of Customer Service.  Identifies process improvements, training, implementations, projects, and creates with sustainability in partnerships with Business Unit leaders, such as Sales, Operations, Accounting, and Research & Development.  Customer Service Manager must enable the organization to achieve its strategic business goals, operational objectives and 80/20 excellence. Minimum of ten years of managerial experience of customer service and inside sales preferably in a manufacturing environment.

 KEY RESPONSIBILITIES:

  • Directly manages customer service and inside sales department, including hiring, performance evaluations, coaching, training and development; exercising praise and disciplinary action when necessary.
  • Conducts periodic departmental meetings and designs communication flows between staff and leadership.
  • Manages team’s work schedules ensuring customer coverage and recommends appropriate staffing levels to Director, Operations.
  • Manages the implementation of customer service and inside sales department processes to ensure optimal output of customer satisfaction.
  • Designs blended customer service and inside sales with an emphasis on people and processes to determine readiness for KPIs, CRM system, and new operating model.
  • Provides customer solutions and attention to details with emphasis on resolving gray areas.
  • Designs learning and training programs to team in the form of participant and supporting customer and inside sales functional guides.
  • Researches and conducts detailed impact assessments of customer service and inside sales that include technology, data, people and processes to determine readiness in distinction and focus of 80/20 customers.
  • Oversee the overall effectiveness of services to distributors, end user customers, and outside sales team.
  • Engages in customer relations whenever possible to establish and maintain a rapport with new and repeat customers.
  • Manages customer inquiries, researches, and provide solutions to the satisfaction of the customer.
  • Performs other duties as assigned.

CORE SKILLS/EDUCATION/EXPERIENCE REQUIREMENTS:

  • Bachelor's Degree in a related field preferred, or equivalent combination of training and experience.
  • Minimum 10 years industrial customer service and inside sales management experience.
  • Experience in a manufacturing environment a plus.
  • Experience in managing non-exempt employees.
  • Strong project management experience, including planning and budgeting.
  • Outstanding interpersonal and communication skills.
  • Versatile, with demonstrated ability to work independently and with a team.
  • Experience in developing high-performance teams.
  • Strong problem solving and analytical skills.
  • Proven record of continual improvement in areas of expertise.
  • Proven track record of driving results a continuous improvement in an organization.
  • Demonstrated experience handling competing/multiple priorities.
  • Ability to see underlying concepts and patterns in complex situations to develop solutions that effectively address underlying problems and root causes.
  • Professional judgment and sound decision-making skills to progress innovation in the customer and inside sales functions.
  • Demonstrates extensive abilities to work independently, and as a team leader in managing teams to create an atmosphere of trust, support, and seeks diverse views to encourage improvement and innovation.
  • Demonstrates ability to effectively manage, coordinate and handle multiple tasks/assignments simultaneously and able to react to spontaneous changes in priorities.
  • Ensuring confidentiality on matters that should not be disclosed.
  • Ability to adapt to a changing work environment in a positive manner.
  • Proficient with Microsoft Office (Word, Excel, PowerPoint, Outlook).
  • Flexible work schedule that may including working nights, weekends, and to be on call.
  • Ability to travel 20% or more.

ITW is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.

Job Requirements

ITW Polymers & Fluids
ITW’s Polymers & Fluids segment is composed of highly branded products serving diverse markets that require value-added, differentiated solutions. These product offerings include adhesives, sealants, coatings, lubricants, additives, and cleaners for global wind energy, automotive aftermarket, aerospace, construction, industrial, and automotive customers with unique needs. ITW differentiates through leading brand positions, technology, and innovation, and strong focus on specific niche opportunities.

CORE SKILLS/EDUCATION/EXPERIENCE REQUIREMENTS:

  • Bachelor's Degree in a related field preferred, or equivalent combination of training and experience.
  • Minimum 10 years industrial customer service and inside sales management experience.
  • Experience in a manufacturing environment a plus.
  • Experience in managing non-exempt employees.
  • Strong project management experience, including planning and budgeting.
  • Outstanding interpersonal and communication skills.
  • Versatile, with demonstrated ability to work independently and with a team.
  • Experience in developing high-performance teams.
  • Strong problem solving and analytical skills.
  • Proven record of continual improvement in areas of expertise.
  • Proven track record of driving results a continuous improvement in an organization.
  • Demonstrated experience handling competing/multiple priorities.
  • Ability to see underlying concepts and patterns in complex situations to develop solutions that effectively address underlying problems and root causes.
  • Professional judgment and sound decision-making skills to progress innovation in the customer and inside sales functions.
  • Demonstrates extensive abilities to work independently, and as a team leader in managing teams to create an atmosphere of trust, support, and seeks diverse views to encourage improvement and innovation.
  • Demonstrates ability to effectively manage, coordinate and handle multiple tasks/assignments simultaneously and able to react to spontaneous changes in priorities.
  • Ensuring confidentiality on matters that should not be disclosed.
  • Ability to adapt to a changing work environment in a positive manner.
  • Proficient with Microsoft Office (Word, Excel, PowerPoint, Outlook).
  • Flexible work schedule that may including working nights, weekends, and to be on call.
  • Ability to travel 20% or more.

ITW is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.