Job Description

Position Summary

Responsible for overseeing the customer service department and ensuring the company or corporation delivers the highest level of customer service possible. Serves customers by providing product and service information as well as resolving product and service problems. Maintains customer records and coordinates orders with manufacturing operations, finance team and sales and marketing team.

Principle Duties and Responsibilities

• Direct the daily operations of the customer service team to include order entry
• Oversee the achievement and maintenance of agreed customer level and standards
• Plan, prioritize and delegate work tasks to ensure proper functioning of the department
• Answers product and service questions; suggesting product and service information
• Resolves product or service delivery problems by clarifying the customer’s complaint, determining the cause and selecting the best solution
• Expediting correction or adjustment for product and service with appropriate following up
• Initiate paperwork to prompt internal action on the customers’ behalf (credits, complaints, etc)
• Requires occasional off-site customer visits with growth opportunity in the sales department
• Requires travel to 2 other manufacturing locations (Oneida, TN and Chanute, KS), to interact and support common customer service processes across the business
• Identify, create, and track CSR performance measurements
• Identify, create, and track Customer satisfaction levels for improvement
• Create “Training” documented process & procedures for CSR Team Members (onboarding & continued skills maintenance)
• Develop and execute a Customer Outreach Program among the CSR Team
• Manage and enhance the capabilities of our online Portal system

Experience and Education

• Required High School Diploma; Associate’s Degree Preferred
• Friendly and helpful approach to assist and resolve customer issues
• Three to Five years of Customer Service Management Experience
• Attention to detail as shown by accuracy and consistency, providing requested information on a timely basis, and following policies and procedures

Technical Skills

• Working knowledge of all MS Office Products
• Working knowledge of ERP Systems, Microsoft D365 preferred
• Basic administrative skills with an emphasis on both verbal and written communication

Organizational Relationships

• Constant internal communication with Manufacturing Operations, Finance and Sales and Marketing
• Frequent customer communication to improve sales and maintain positive partnership and coordination

HBD Industries is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

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