Customer Service Manager

Leader Tech is a world leading innovator and manufacturer of EMI shielding products for circuit boards, electronic enclosures, interconnect cables and Thermal solutions founded in 1984. The Company serves a diverse commercial and military customer base from its Global EMI Shielding Technology Center located in Tampa, Florida. Every detail of the company’s one-of-a-kind manufacturing facility is tailor-engineered to streamline and improve customer service, engineering and manufacturing processes.

 

POSITION SUMMARY:

• The Customer Service Manager is responsible for achieving customer service objectives by contributing customer service information and recommendations to strategic plans and reviews.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Supervise the accuracy and productivity of day-to-day activities of the Customer Service Team to ensure quality standards, deadlines, and proper procedures.
• Resolve customer complaints or answer customers’ questions regarding policies and procedures.
• Provide employees with guidance in handling difficult or complex problems or in resolving escalated complaints or disputes.
• Works closely with Quality to resolve customer cases.
• Distribute sales leads and enter them into the CRM.
• Generate month end reports.
• Coordinates promotional activities and scheduling of trade shows for the Sales Team.
• Formulate, direct, and coordinate marketing activities and policies to promote products and services.
• Maintain marketing materials inventory including all Trade Show paraphernalia, catalogs, Product Profiles, etc.
• Work with Distributors to maintain pricing, ensure accurate distributor websites, parts lists and annual returns.
• Organize contracts to set up new Manufacturing Reps as needed. Maintain contact information.
• Assists with updating company information on company website.
• Assists with training of Customer Service staff as needed.
• Works closely with Engineering and Sales Team to ensure customer requirements are being met and policies are being followed.
• Maintain work instructions.
• Complete Customer Surveys and Questionnaires

ESSENTIAL SKILLS AND KNOWLEDGE:

• Administration and Management of Personnel
• Intermediate Microsoft Excel and spreadsheet skills, MS Word and Outlook
• Administration and Management of Personnel and Financial Resources
• Analytical skills to synthesize complex or diverse information.
• Attention to detail
• Critical thinking
• Customer Service
• Dependability
• ERP Software
• Interpersonal skills to interact with all team members. The individual speaks clearly and persuasively in positive or negative situations, demonstrates group presentation skills and conducts meetings.
• Integrity
• Judgment and Decision Making
• Leadership
• Negotiation
• Problem solving to identify and resolve problems in a timely manner and gathers and analyzes information skillfully.
• Time Management
• Verbal and Written Communication skills

Qualifications

EDUCATION AND EXPERIENCE:

• Associate’s Degree or equivalent is desired.
• Any equivalent combination of education and experience determined to be acceptable by management.
• Directly supervises employees and carries out supervisory responsibilities in accordance with the organization’s 5-10 years of experience.

 

LEADERSHIP RESPONSIBILITIES:

• Accountability: Leads by example and acknowledge responsibility for mistakes made within team. Demands a high standard of conduct from themselves and team members. Works with team members to find ways to mistake proof issues and reduce defects.
• Adaptability: Be ready to manage and accept change efficiently and professionally in the best interests of the company.
• Integrity: Takes responsibility