Customer Service Manager - Parts - Manufacturers Rd

SUMMARY

Provide guidance and assistance to the Parts Department Team in order to promote customer satisfaction, achieve departmental objectives and increase profitability of Parts Sales in accordance with US and International Regulations.

ESSENTIAL DUTIES AND RESPONSIBILITIES

 Manage and provide exceptional quality Customer Service to all Customers including equipment/spare parts queries, direct and dealer sales RFQ’s, order entry, manufacturing of parts, inspections, transportation and logistics, documentation, payment terms, collection, returns and warranties.

 Direct Customer contact. Must be able to communicate clearly, politely and professionally via phone, email and face-to-face with Customers, Dealers, Suppliers, Carriers and the various departments including Sales, Engineering, Purchasing, Accounting, Manufacturing, Parts Warehouse, Shipping and Management.

 Oversee on-time management of orders and proper communication to all customers. Includes, tracking, tracing and proper quoting of transport (small packages, LTL, specialized equipment and air freight).

 Assist and coach Parts Team with problem resolutions: provide leadership and guidance.

 Supervise time management including normal work hours, overtime and PDO.

 Perform employee review and evaluations. Provide training.

 Attend trade shows, conferences, customer schools and visit accounts to increase customer satisfaction and build brand loyalty (could involve multiple day travel).

 Develop and apply Customer Service standards, policies and procedures for the Department.

 Produce and analyze data, statistics and various reports related to customer service.

 Oversee profitability of Parts by maintaining margins on sales revenue and transport of goods.

 Follow company policies and procedures at all times.

 Follow proper safety rules and regulations at all times.

 Perform other duties as assigned.

SUPERVISORY REQUIREMENTS

 Yes

KNOWLEDGE, SKILLS, and ABILITIES

 Minimum of two years post high school education.

 Graduate degree preferred

 Must be able to speak and write proficiently in English

 Possess mechanical aptitude a plus

 Prefer some knowledge of asphalt equipment

 Basic computer skills to include MS Word, Excel, Teams and Windows required.

 Good communication skills, ability to handle and resolve customer complaints required

 Ability to travel.

 Ability to handle multiple tasks at the same time under pressure required.

 Prefer five to ten years of experience in sales and/or fast pace customer service environment.

 Management experience preferred

 Some experience in mechanical or machinery related industry preferred

 Prefer ability to read/interpret mechanical and electrical drawings.

 Experience working in multiple tasks environment required.

 Must be able to work satisfactorily as a team member. Interpersonal skills required.

 Must be able to meet regular attendance requirements.

 Good organizational skills required.

 Experience and knowledge of E-Commerce preferred

REASONING ABILITY

Ability to solve practical problems relating to the position and successfully deal with a variety of potentially complex situations relating to job requirements, including dealing with irate customers.

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 use hands to finger, handle, or feel; reach with hands and arms; climb or balance; stoop and kneel, or crawl; and talk and hear. The employee frequently is required to stand, walk, and sit. The employee must occasionally move more than 40 pounds. This position is required to operate an automobile and travel by airplane. Specific vision abilities required by this job include close vision, depth perception, and 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.

While performing the duties of this job, the employee is periodically exposed to risk of injury in a shop and warehouse environment. Most duties involve working in a typical office setting. The employee is occasionally exposed to moving mechanical parts and outside weather conditions when going into the shop and warehouse area or traveling. The noise level in the shop environment is occasionally very loud.

Note: This job description is intended to be a general guideline of areas of responsibility. There will be incidental tasks not listed on a job description that arise at various times. These tasks are assigned to help out the department and company and, as a member of the Astec, Inc. team, each employee is expected to help in these areas.