Customer Service/Inside Sales Manager

Company: ITW
Location: Saint Charles
Posted on: February 21, 2021

Job Description:

Job DescriptionSUMMARYThe Customer Service Manager is responsible for the management, profitability, efficiency, and continuous improvement of the Customer Service & Inside Sales departments. This position ensures customers are supported with supplies, parts, and field service support, and drives our inside sales personnel to strengthen existing and build new customer relationships.Responsibilities* Responsible for the management of the Customer Service and Inside Sales departments.* Maintains staffing, telephones, and systems for both departments.* Directs daily communications from/between field & customers.* Works with product managers for product information, updates and issues.* Works with MSP, Trident, and Foxjet business channels to grow and develop our markets.* Monitors daily sales activity and margin results.* Reports and analyzes monthly sales, RMAs and credits, per customer, item and product group.* Manages/monitors inbound call volumes and daily activities of the team.* Serves as point of contact for other functional groups to ensure timely resolution of customer escalations.* Completes and submits vendor/customer surveys and forms, certificates of insurance and safety/quality analysis forms.* Resolves disputes/misunderstandings between customers and other departments.* Approves and signs Credits for all Service.* Manages product lines - administration, annual budgeting, trend analysis, market needs.* Provides IT and various departments support for Database Management Reporting & Technology.* Responsible for the direction and development of all employee activities.* Maintains focus on continuous improvement by applying 80/20, PLS, and USa principles/techniques and makes process improvement recommendations to management.QualificationsEDUCATIONBachelor's Degree in Business, Marketing, or similar area required.Experience/Skills* 4 years of Customer Service Management experience required* Product and Product Management knowledge* Business/Finance knowledge* Analytical, problem-solving, conflict resolution and decision-making skills* Excellent oral and written communication skills* Project management skills and possesses the ability to multi-task* Strong interpersonal & customer service/sales skills* Proficient in the knowledge and use of MS Office Suite (Word, Excel, Access etc.)Additional InformationAs an Equal Opportunity/Affirmative Action Employer, ITW Marking & Coding does not discriminate in hiring or in the terms and conditions of employment because of an individual's race, color, religion, gender, national origin, age, disability, sexual orientation, marital status, veteran status, arrest record, citizenship or other categories protected by federal, state or local laws. EOE/M/F/Vet/Disabilitynformation will be kept confidential according to EEO guidelines.

Keywords: ITW, Saint Charles , Customer Service/Inside Sales Manager, Executive , Saint Charles, Missouri