The Customer Service Manager reports to the SI&OP Manager. The Customer Service Manager has overall
responsibility for 4 key areas: Customer Service, Internal Technical Support, Payment Disputes and the
Receptionist. This position will also assist in achieving the company’s goals for revenue, profit, receivables, ontime
and fill-rate, quality and safety. In addition this individual is expected to identify opportunities to reduce cost,
improve efficiency, quality and maintain a cohesive team environment.
OVERVIEW OF AREAS MANAGED:
CUSTOMER SERVICE
• Seen as a Single-Point of contact for the customer to manage orders, account information and resolve any
issues or questions related to promotions, general product knowledge, pricing, orders, shipments and
invoices.
• Investigate and resolve customer complaints related to orders, shipments and invoices.
• Responsible for all data entry related to orders, credits and price management.
TECHNICAL SUPPORT
• First point of contact for Customers, Installers, Users, Specifiers and Employees on the products we
manufacture and/or distribute, as it relates technical, application, warranty or complaints.
• Process claims that result from product complaints.
• Use case data to identify trends and make recommendations for product enhancements, process
improvement, training opportunities, distribution opportunities, and to create technical support and
information through our websites.
• Coordinate and provide LEED certifications as requested.
RECEPTIONIST
• Greets all visitors
• Maintains and orders office supplies
• Manages mail and outbound mailings
• Support operations for Customer Service and Technical Support
DISPUTES
• Manage and resolve all payment deductions taken by customers. Investigate and collect or process
credits and/or debits accordingly.
PRIMARY DUTIES
This individual will interact cross-functionally with employees, with customers, and globally, both in person and
through the phone, and be involved in a variety of details including, but not limited to the following:
PROCESS
Establish processes that ensure standardization, efficiency, automation, accuracy and timeliness
Create and maintain work instructions that support the processes performed throughout the various positions.
Knowledge and compliance to all pertinent processes, policies and standards, both departmental and company-wide, needed to perform your primary responsibilities.
TECHNOLOGY
Ensure the best tools that are available and approved by H.B. Fuller are being used and are properly configured, deployed and maintained.
METRICS/PERFORMANCE
Establish, publish, and manage performance based on meaningful metrics that align with the goals and objectives of the organization and customers’ expectations.
Create job descriptions for all positions that define the role and responsibility of each position, as well as set expectations for individuals.
Manage that staff is adhering to all company policies and procedures.
Create and manage goals and objectives for staff.
Manage staff’s performance and take disciplinary action as necessary.
Recruit and attain new talent when necessary
Ensure that the departments’ structure, roles and responsibilities meets the needs of the organization.
SERVICE, COMMUNICATION & TEAMWORK
Improve service through continually meeting and interacting with customers and internal departments to maintain knowledge of products, programs, customer’s needs and expectations, market conditions, new products, and SI&OP.
Actively participate on teams. Contributing skills and appropriate knowledge to drive to solutions and results.
BUDGETARY RESPONSIBILITY
Establish budgets and manage spending accordingly. Consider cost saving opportunities and staff requirements based on business activity, processes and tools.
MINIMUM REQUIREMENTS
Bachelor’s degree in Business, Sales or Marketing
Minimum 10 years Customer Service or Sales related experience
Advanced PC skills in Microsoft Office
Excellent communication skills: written, telephone, speaking, reading and listening
Individual in the position must be results oriented, organized, able to multi-task, work in a fast paced team environment and possess a strong customer-focused attitude: highly personable, accurate, relates well with people, service oriented, and a positive attitude.
Effectively manage work situation of moderate degree of complexity, which could impact company image and/or sales dollars and cost
General office equipment: fax, copier, scanner, etc