Customer Service Manager (2028BR) Amory, Mississippi

SUMMARY

Manages all aspects of the Customer Service Department by performing the following duties personally or through subordinate supervisors.

 


ESSENTIAL DUTIES AND RESPONSIBILITIES
include the following.  Other duties may be assigned.

Manages Customer Service personnel in quotation preparation, field problem resolution, order entry, and clerical functions.

 


Manages quote backlog  to insure timely responses that meet customer response date requirements

Works closely with all functions including but not limited to Sales, Operations, Engineering, and Finance in preparation of customer quotations.

Insure all quotes / orders comply with IBG 500 and Delegation of Authority requirements

Assumes personal responsibilities for hands on resolution of major customer problems as necessary. 

Prepares price sheets for all ITT Engineered Valves products.

Responsible for the disposition and authorization of customer returns.

Interprets customer's specifications and service, conditions, and recommends appropriate and cost-effective product.

 


SUPERVISORY RESPONSIBILITIES

Manages and supervises the Customer Services department. Works closely with Customer Service and Sales Operations Manager  to establish and manage the overall direction, coordination, and evaluation of this unit.  Reports directly to Customer Service Manager in Lancaster with a dotted line to the Operations Manager in Amory.

Carries out management responsibilities in accordance with the organization's policies and applicable laws.  Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.



EDUCATION and/or EXPERIENCE

Bachelor's degree (B. A.) from four-year college or university; or four to six years related experience and/or training; or equivalent combination of education and experience.  Valve experience preferred.LANGUAGE SKILLS

 

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.  Ability to write reports, business correspondence, and procedure manuals.  Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.MATHEMATICAL SKILLS

 

Ability to work with mathematical concepts such as probability and statistical inference, and fundamentals of plane and solid geometry and trigonometry.  Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.REASONING ABILITY

 

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.  Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.OTHER SKILLS AND ABILITIES

 

Understanding of division profit/financial objectives, competitive products and capabilities, marketing techniques and procedures, product capabilities, communication skills, blue print reading, specification reading, and writing.PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 

While performing the duties of this job, the employee is regularly required to sit and talk or hear.  The employee frequently is required to use hand to finger, handle, or feel objects, tools, or controls.

 

Specific vision abilities required by this job include close vision and the ability to adjust focus.

 

WORK ENVIRONMENT

 

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

 

The noise level in the work environment is usually quiet.

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