Customer Service Manager

Mike Callaway Customer Service, Management

  • Full Time
  • Mulberry, FL
  • Applications have closed

Website GIW Minerals

PURPOSE OF POSITION:

Manage the customer “touch” process, including quoting, order entry, order status, part identification & availability, and local purchasing. Total of 3 department/personnel. Prepare quotes for the repair of assorted industrial equipment and projects. Coordinates and reports on order status, from RFQ (Requests For Quotes).

 DUTIES AND RESPONSIBILITIES:

  • Manage the quoting department for the Florida Service Center for the purpose of developing accurate and timely quotations, with emphasis on Continuous Process Improvement
    • Review quotes for gear box, pump repairs, machine shop, fabrication, field service, power generation, industrial waste water, municipal and general industrial projects for thoroughness and accuracy
  • Manages the customer service department to provide superior customer service, through timely responses to customer inquiry for part identification/availability, order status and other general questions
  • Manages the quoting department to provide timely and accurate quotes to Sales who in turn passes it along to the appropriate customer(s).
  • Provides a high degree of coordination and cooperation with other departments and team members. Sales – Assembly – Machine Shop – Field Service
  • Provides a high degree of coordination and cooperation with other departments and team members. Sales – Assembly – Machine Shop – Field Service
  • Strong technical writing skills are mandatory to manage writing of technical condition reports, repairs and failure analysis
  • Develop team, delegate responsibilities effectively and document processes and procedures per ISO standards
  • Communicating with vendors to obtain the fastest turnaround time on parts and materials
  • Manage Order Entry process to insure accuracy and timeliness, with emphasis on Continuous Process Improvement
  • Lead purchasing to manage vendor performance & inventory levels
  • Communicate with upper management & customers, via various job status reports
  • High level of customer contact and communication must be able to effectively manage this interaction.
  • Excellent customer and team communications skills
  • SAP experience is strongly desired
  • Ability to read and understand engineering drawings and sketches
  • Performs other duties as assigned

EDUCATION: Bachelor’s degree in business, engineering, or other related field or a combination of education and experience.

EXPERIENCE:  Minimum of 5 years’ experience in a similar role.

This position is a key member of the management team at the Florida Service Center. This is a “hands on” position that requires strong customer skills, strong people skills and the ability to handle the high pressure/stress of getting the job done on time. Strong mechanical/technical background required. Gearbox (power transmission), slurry pump, machine shop, experience is a strong plus. Understanding of bearing fits, gearing, failure analysis, and repair methods is a plus. The ability to read & understand blueprints and drawings is required. CAD experience is a plus. Ability to interpret technical specs from service manuals and drawings is required. Strong math skills are required. Computer skills to work with programs such as Microsoft Word and Excel are required. SAP experience is a strong plus.