Customer Service Manager

Location: Carol Stream, IL

Department: Sales

Type: Full Time

Min. Experience: Experienced

In 1959, Edward Miller recognized the need for a high quality, reliable manufacturing partner.  He took a one-person operation and launched Prince Industries into a globally recognized premier designer, engineer, and manufacturer of precision machined and sheet metal fabricated components and hydraulics.  At Prince Industries, we embrace the challenge of today’s rapidly changing global manufacturing marketplace and are prepared to meet the most demanding applications from our customer, including small/mid-size runs, JIT components, and high volume production. 

SUMMARY

Responsible for the processes and systems related to the servicing of Prince customers. Directs the delivery of administrative and operational assistance designed to promote revenue growth and business retention, productivity, and ensures consistent levels of customer satisfaction.  Also, acts as a resource to customer for all issues, advice, and guidance on handling unique business and/or production concerns.  

RESPONSIBILITIES

*Directly responsible for the fulfillment of all Prince commitments with the customer base.

*Ultimately responsible for customer satisfaction and retention. Indirectly contributes to revenue growth and profitability.

*Monitors customer service levels and searches for ways to improve on satisfaction metrics. Assures that customer receives all technical support and resources to improve/maintain relationship.

*Normally serves as the primary point of contact for all day to day aspects of a customer’s needs 

*Receives and answers calls from customers in relation to requests or questions and ensures their problems are resolved; conducts follow-up.

*Provides data and sales forecasts for production scheduling and material requirements.

*Monitors market trends and conducts competitor analysis to assure continued relations with customers is maintained; identifies accounts where order activity may be reducing and to formulate plans to assure that accounts are retained.

*Coordinates and provides direction for customer by going the extra step of working across functions to ensure that a high level of customer service is maintained.

*Works to develop and maintain a broad functional knowledge of all Prince capabilities including production operations and range of products.

*Understands and follows Prince Industries quality certifications (i.e. ISO, QS) as relates to position.

                                                                                                                                                                  

EDUCATION AND EXPERIENCE

*Bachelor degree in discipline related to functional work role with 5 years of relevant work experience or demonstrated ability to meet the job requirements through a comparable number of years of applicable work experience in a related manufacturing environment.

QUALIFICATION REQUIREMENTS

*Prior experience in sales and/or customer service with knowledge of machining manufacturing.

*Must be able to quickly understand the customer’s business, their products and industry.

*Ability to recognize and alert organization to new business opportunities.

*Must have solid follow-up skills.

*Must be customer centric

*Ability to generate reports and business correspondences as needed. 

*Ability to communicate effectively both in oral and written form and interact appropriately with customers at all levels of their organization.

*Ability to effectively present information and respond to questions from customers and co-workers as it applies to the job duties.

*Excellent computer skills to effectively work with procurement related software (Vantage) generate correspondences, perform data entry input etc.

*Ability to multitask under pressure while coping with stress and maintaining a composed, professional manner in all circumstances related to customers or co-workers.

*Ability to apply excellent business acumen and collaborative skills to work across functions when resolving problems

*Demonstrated management skills

Pre-employment:  Background check, drug screen. 

Excellent benefits:  Medical (BC/BS with HSA), dental, life insurance, AD & D, short-term disability, long-term disability, FSA, Tuition reimbursement, 401(k). 

We are a clean shop (heated and air conditioned, ISO Certified)

 

 

 

 

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