Customer Service Manager

Customer service manager, Nefab Americas West

Are you ready to lead a dynamic team and redefine excellence in customer service? We're seeking a passionate and results-driven Customer Service Manager to join our company. As the driving force behind our customer service operations, you'll play a pivotal role in shaping our brand's reputation for outstanding customer satisfaction.

The Customer Service Manager is accountable for accurately processing customer orders, from order entry through delivery and payment receipt, and maintaining a positive relationship with the customer and their prospective teams. The CSM will work closely with Sales, Design, Sourcing, Scheduling, Accounting, and members of the production team.

This role will serve as liaison between Sales (and the customer) and Production to ensure the customer’s order is handled accurately and professionally from inception to delivery. The CSM will work with accounting regarding matters of Customer Information Set-Up, Payment Terms, and Accounts Receivable.

This position is in Newark, CA, and you will report to Site Manager, Sales - Business Development.

Do you want be part of global organization and contribute to our growth journey? Apply to the position as Customer Service Manager today!

Salary Range: $85 - 95K

Your profile

• Responsible for strategic planning to help develop and implement strategic initiatives to enhance overall customer service operations.
• Collaborate with cross-functional teams to streamline processes, improve efficiency, and exceed service level expectations.
• Manage performance of team and establish clear performance metrics and goals for the customer service team.
• Monitor performance, conduct regular evaluations, and implement corrective actions as necessary to ensure continuous improvement.
• Responsible for accurate and timely processing of Customer orders, including related data and records.
• Preparation and distribution of order acknowledgments, to customer and Sales
• Coordinating order shipments, if applicable
• Issue customer quotes, as required by Sales
• Setting up new customers – ensure salesperson sends the appropriate paperwork.
• (New Customer Set-up form, signed Credit Application, tax exemption certificates, etc.)
• Set up new items and product structures in the ERP system as needed.
• Issue purchase orders to vendors, as required by customer Purchase Orders and raw material needs.
• Manage team to ensure there are no discrepancies between the customer’s P.O. and the customer’s file or quote (payment terms, freight terms, customer’s Terms and Conditions of Purchase, etc.)
• Liaise with Design, Sales, Planning and Production departments regarding orders, quotes, manufacturing capabilities, lead times, etc.
• Assist Accounts Receivable with resolving collections issues, as required.
• Direct collaboration with Major Account Teams
• Team Leadership ability to lead, mentor, and inspire a team of customer service representatives to deliver exceptional support experiences. Provide guidance, feedback, and training to foster professional growth and maximize performance.
  
  

Minimum Experience And Education Requirements

• Bachelor's degree in business administration, management, or a related field preferred. (or equivalent experience)
• 3 + years of experience in a customer service related.
• Manufacturing or Logistics industry required.
• Experience with ERP systems is preferred.
• Being Bilingual is a plus.
• Experience managing teams required.
  
  

Company Values And Ways Of Working

Our core values are Simplicity, Empowerment and Respect. Our ways of working are characterized by Customer First, Cooperation and Communication. This means that we are always putting customers first, through cooperation and communication. We respect each other and the environment. People are empowered to grow and innovate to simplify.

Application

Impress us with your CV/resume and motivational letter, written in English. For further information or questions, please contact Rachel.manry@nefab.com

Nefab is an equal opportunity employer, embracing diversity and inclusion. We are committed to building teams with a variety of backgrounds, perspectives and skills. We believe everyone has talent, and therefore welcome all applications.