About the job
POSITION SUMMARY
The Customer Service Manager (CSM) will be responsible for strategizing, coordinating, and assessing the functions of the customer service team to foster and strengthen customer relationships while achieving organizational and operational targets.
KEY RESPONSIBILITIES:
· Ensure that all direct reports fulfill their responsibilities through regular reviews and necessary adjustments.
· Oversee and manage workloads within the team, assigning customer service tasks as needed.
· Provide coaching, mentorship, and support to team members, identifying further training needs, opportunities for collaboration, and areas for process enhancement.
· Formulate annual customer revenue and margin budget requirements, monitoring these on a monthly basis.
· Create quoting strategies, customer profitability plans, and revenue growth strategies for the team, executing these in alignment with the strategic plan, including quarterly reviews with the Director.
· Collaborate with the TSR to develop action plans for gathering market intelligence and identifying business development opportunities to support revenue growth.
· Review active contracts to ensure compliance with contract language and requirements, providing guidance to CSRs and Contracts Specialists.
· Examine customer contract items and upcoming escalations in partnership with the CSR, directing necessary tasks for completion.
· Review and approve bid contract pricing under $50,000 and above an 8% net margin.
· Assess the win/loss rate of contract/quote awards and collaborate with the CSR and assigned TSR to devise a customer-specific quoting strategy plan. Present findings and solicit input from the Director.
· Track all major projects or programs in conjunction with the Contracts Specialist and assigned CSR, providing updates and reports to the Director on milestones and progress.
· Review, approve, and distribute return material authorizations (RMAs) exceeding $500 but less than $2,500.
· Ensure that both existing and new Business Process Manuals and Greenbook Entries are updated annually.
· Develop an annual customer visitation plan to enhance relationships and drive service improvements.

