What are the responsibilities and job description for the Customer Support Manager position at Aston Carter?
Description:
Job Output/Responsibilities/Key Processes
The primary job function of this position is to develop and foster a culture of excellence in customer service. Manage the day-to-day operations of the Customer Service Department and support the Sales / Marketing teams in building relationships with current and prospective customers.
Responsibilities:
• Maintain a thorough understanding of all customer service processes required to service and support our Retail, Distribution and OEM customers
• Manage the flow of customers’ requests in FreshDesk to the appropriate Customer Service Representatives at multiple sites.
• Provide supervision, leadership, and direction to the Customer Service team
• Lead weekly department meetings
• Work closely with Logistics group to manage shipping requests, inventory availability, and international shipping documents
• Routinely communicate with key customers for feedback to ensure service expectations are being met
• Interface with national and regional sales leaders to understand broad customer history and service expectations.
• Work with category product managers to facilitate special product or customer service needs.
• Participate in customer Red Carpet events
• Develop team and individual members to insure proper level of functional depth within Customer Service Department. This includes the development of formal training programs for each customer service function
• Monitor daily and weekly key KPI performance and continually work to improve customer service processes
• Review all order adjustment requests for approval, accuracy, and release for invoicing
• Prepare monthly Customer Service performance reports
• Maintain the customer master file data for Retail and OEM customers
• Develop and maintain knowledge required to be the functional expert in:
o FreshDesk
o PSICapture – Scanning software
o SAP SD Module
o SAP Customer file setup
o EDI Customer setup
• Execute employee performance review process for all direct reports
• Work as needed with the Global SAP team and manage Customer Service regression testing and system enhancement requests, as needed.
• Represent the Customer Service function in all major business initiatives and business segment development
• All other miscellaneous duties as assigned
Skills:
Customer service, Communication and leadership skills, Phone support, Service, computer skills, administrative support
Top Skills Details:
Customer service, Communication and leadership skills, Phone support, Service
Additional Skills & Qualifications:
Skills/Attributes Required
• Minimum of five (5) years customer service management experience
• Proven track record of employee management, coaching, and development
• Strong customer focus
• Ability to mentor and coach to support individual and team development
• International business experience that includes shipping requirements
• Experience with fully integrated ERP system (SAP experience strongly preferred but not required)
• Strong verbal and written communication skills for internal and external customers
• Proficient in Word and PowerPoint
• Strong Excel and data analysis capabilities
• Must be accountable, adaptable, dependable, organized, responsive, take initiative and be a team leader
• Must possess sound judgment, and solid listening, conflict resolution and problem-solving skills
About Aston Carter:
At Aston Carter, we’re dedicated to expanding career opportunities for the skilled professionals who power our business. Our success is driven by the talented, motivated people who join our team across a range of positions – from recruiting, sales and delivery to corporate roles. As part of our team, employees have the opportunity for long-term career success, where hard work is rewarded and the potential for growth is limitless.
Established in 1997, Aston Carter is a leading staffing and consulting firm, providing high-caliber talent and premium services to more than 7,000 companies across North America. Spanning four continents and more than 200 offices, we extend our clients’ capabilities by seeking solvers and delivering solutions to address today’s workforce challenges. For organizations looking for innovative solutions shaped by critical-thinking professionals, visit AstonCarter.com. Aston Carter is a company within Allegis Group, a global leader in talent solutions.
The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
If you would like to request a reasonable accommodation, such as the modification or adjustment of the job application process or interviewing process due to a disability, please call 888-237-6835 or email astoncarteraccommodation@astoncarter.com for other accommodation options. However, if you have questions about this position, please contact the Recruiter located at the bottom of the job posting. The Recruiter is the sole point of contact for questions about this position.
Salary : $85,000 - $90,000
