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Customer Service Manager (m/f/d)

Position Type: Regular 
Location: Charlotte HQ 
Business Unit: Aftermarket 
Division: Aftermarket NA 

 

Camso is now part of the Michelin Group.
By joining forces together, we become the world leader in the Off-The-Road market.

 

YOUR IMPACT

 

 

The Customer Service Manager is required to manage customer service personnel to ensure customers receive satisfaction in their service. He/she also manages the group to ensure all targets, goals and objectives are met – day to day and long term. This role will also work with support departments (i.e. Accounting, Operations, Pricing, et cetera) to ensure both the internal and external customers’ needs are satisfied. The Customer Service Manager adheres to company policies and procedures, as well as, management direction.

  • Works with and facilitates the support needed by relevant departments/personnel (i.e. Original Equipment Manufacturing Sales Directors, Original Equipment Aftermarket Sales Director, North and South Regional Directors, Solideal National Accounts Sales Director, and other applicable persons).
  • Monitors workflow and departmental processes to ensure production and quality goals are met, while continuously looking for improvement opportunities.
  • Identifies training and developmental needs for CSR’s, makes recommendations as to training needs, and takes part in providing training elements where appropriate.
  • Ensures that processes are defined and/or created to allow for efficiency in day to day processing – continuous improvement of these processes are also required.
  • Ensures that all processes are quality focused to ensure Billing Accuracy for all customers.
  • Monitors team to identify potential problems, provide analysis and recommends corrective measures.
  • Coach and counsel CSR’s, assist in conducting performance evaluations, and provides performance feedback regularly.
  • Partners with management to improve effectiveness and efficiency of workflow, communicates trends and escalates issues as appropriate.
  • Provide thorough, accurate and timely information for monthly reporting to accounting, management as required.
  • Demonstrates professionalism and the ability to accomplish goals while fostering a team atmosphere.
  • Other duties as assigned.

 
THE PROFILE TO SUCCEED

  • You have a Bachelor’s degree and/or 10+ years experience in Customer Service industry with increased functional responsibility.
  • You have a minimum of three years experience supervising personnel in a customer service or account management capacity.
  • You have strong Management skills
  • You have previous experience working in an industrial environment and/or with OEMs or National Accounts preferred.
  • You are customer service driven, with relentless desire to satisfy internal and external customers.
  • You are proficient in Microsoft Office Suite (Word, Excel, and Outlook).
  • You have experience utilizing an ERP system such as SAP, Epicor, AS400.
  • You possess strong verbal and written communication skills, high level of detail.
  • You possess strong problem solving, and analytical skills with a proactive resolution approach.
  • You have strong time management and prioritization skills required to handle multiple tasks.
  • You have the ability to seek and suggest continuous improvement initiatives that will improve workflow and environment.
     

 Required Training

  • Company specific policy & procedures.
  • Product knowledge.
  • Epicor software.

 

Work Conditions

  • Smoke-free office environment.
  • Talking, sitting and typing are regular components required of this position.
  • Computer and telephone use is also required.
  • Normal hazards associated with traveling.

 

WHO WE ARE

 

We are a customer-focused, world-class manufacturer and service supplier of high-performance products that meet the mobility needs of the off-the-road vehicle market.

 

Our shared values, our culture of empowerment and our drive to constantly find a ‘better way” will be the foundation for us to develop sustainable mobility solutions.

 

WE OFFER

 

A competitive salary and benefits

International work environments and travel opportunities

Professional development opportunities

A challenging role in a highly innovative company

 

At Camso there’s always space to grow; together we define our goals, then it’s up to you to find the way that’s right for you. Choose to work in a team that's always on the move to achieve its dreams.

 

JOIN US WHERE THE ROAD ENDS.