Customer Service Manager

 IPS is seeking dedicated Office and Customer Service Manager to be the backbone of our innovative team. At IPS, we know that great ideas and groundbreaking projects rely on exceptional support behind the scenes. Your professional growth and development are our priority, so your opportunities here are unlimited. We care for our team members, offering a comprehensive benefits package, work-life balance, and job stability. If you thrive in a fast-paced environment where you will be recognized and appreciated, you would be a great fit at IPS.

Responsibilities and Expectations:   

As a Customer Service Manager for IPS, you will serve as the primary point of contact for our customers throughout their entire motor repair experience, from initial quote to delivery of the motor. The Customer Service Manager will be responsible for developing and training their team.

• Develop and implement training programs that focus on customer service best practices, communication skills, product knowledge, and problem-solving
• Responsible for overseeing the daily operations of the customer service department
• Communicate with customers in all aspects.
• Research and communicate with IPS vendors on parts and part delivery.
• Assist in achieving financial targets set out by the Annual Operating Plan (AOP) 
• Develop and present quotations and technical and commercial proposals to customers.
• Review customer purchase orders for accuracy and compliance with a quotation.
• Help mediate critical issues with customers.
• Ensure that all customer requirements, such as inspections, data collection, and delivery of materials, are being met.
• Led the effort to improve key customer-facing metrics: (time to quote, approval to ship, and ship to invoice) as well as key IPS metrics: (margin performance vs. work plans, labor utilization, direct and indirect costs).
• •    Work with the repair shop to determine the most efficient repair pricing for customers. 
  •    Review mechanic tear-down sheets to provide customers with the best possible pricing while achieving the best possible margins for the service center.
  •    Review parts requested by mechanics to determine cost (get quotes on non-stock parts from the appropriate manufacturer) and order where appropriate.
  •    Use in-house resources for assistance (SMEs).
  •    Estimate labor hours for quoting purposes & material pricing.  Determine if replacement is a more economical option.
  •    Research historical pricing to determine the right price to win repair jobs.
  • Collaborate with the sales team to adjust pricing as needed.
  •    Price Field Service jobs on a time and materials basis.
  •    Input pricing for completed jobs and prep jobs for A/R to generate invoices
  

Qualifications and Competencies:

• Technical background with electrical and/or mechanical products preferred 
• 3 or more years of customer service experience in an industrial environment or equivalent education preferred
• Excellent interpersonal skills, including the ability to build rapport with current and potential customers
• Critical attention to detail
• Excellent communication skills, both oral and written
• Ability to understand, perform, and retain various job-related training
• Flexible with hours, overtime, and some weekend work

You’ll thrive at IPS if you…

• Lead with integrity and prioritize safety. You demonstrate high standards and commit to a safe, ethical workplace.
• Value teamwork and accountability. You work well with others, take responsibility, serve others, and deliver on your commitments.
• Focus on the customer. You are dedicated to providing an unmatched customer experience and excee