Customer Service Manager

Denver, CO, United States

If you’re looking for a special place to build or grow your career, you’ve found it. Whether you’re an experienced professional, a recent college graduate or somewhere in between, IDEX is a place where you can apply your existing skills and learn new ones in an environment where you can make an impact.

With interesting opportunities in engineering, marketing, sales, supply chain, operations, HR, finance, and more across more than 40 diverse businesses around the globe, chances are, we have something special for you.

Summary

Manage Customer Service activities, personnel, and related processes, including order entry; order / shipment status; complaint and credit processing; customer information maintenance and all aspects of providing excellent customer service to Band-It’s customers. Responsible for developing and ensuring compliance with export compliance policies and procedure, working closely with IDEX corporate Trade Compliance team. Process Owner for key related processes. Consistently exemplify the IDEX Values of Trust, Team, and Excellence.

CUSTOMER SERVICE MANAGER DUTIES AND RESPONSIBILITIES :

Process owner for Customer Service, Order Management, and related processes.

Process owner for all CS procedures, inclusive of creating, measuring, and maintaining Key Process Indicators (KPIs) and Performance Dashboards. If the goals of the department are not met, the CS Manager will develop and execute a root cause countermeasure (RCCM) plan.

Process owner for credits, returns, CS communication response times. Maintains and facilitates cross-functional teams and dashboards as needed to support these processes. Analyzes data to identify, propose, and implement needed improvements.

Responsible for all management-level CS month-end closing activities, including creation of the CS month-end closing schedule each year.

Directs Customer Service activities and sets team & individual performance goals, reporting status to senior staff as needed or requested.

Directs staffing, training activities, and performance evaluations to develop and improve the Customer Service function, from the perspective of supporting the organization’s strategies.

Trains Customer Service Representatives in customer relations techniques, order processing procedures, and software systems; advises team members of new or revised information on products or merchandise such as product capability, pricing, credit, warranties, and/or shipping requirements.

Manages, directs, and supports Customer Service Representatives. Evaluates performance and all customer service duties in line with company strategies to achieve customer satisfaction, while administering company policies.

Manages workload in Customer Service Department to provide excellent response to customer orders, questions, and complaints. Evolve CS department through delegation, training, and growth opportunities. Continuous improvement and expansion of CS responsibilities.

Helps develop and ensure compliance with all relevant company policies and procedures related to order processing and customer service.

Manages process to capture and communicate any Critical to Customer (CTC) factors as they become known; develops and implements strategic plans to address customer requirements.

Measures and communicates key relevant metrics including order processing, complaints, returns, etc. via dashboards and as inputs to other key processes within the company.

In cooperation with and as a shared responsibility with the Quality Manager, manages process to respond to and resolve customer complaints in line with company policies and strategies. Assists with investigation of customer complaints and facilitates and provides assistance in resolving customer complaints throughout the BAND-IT organization.

Analyzes and maintains departmental expenditures within annual budget.

Assists factory representatives and distributors by providing product information and solutions to problems.

Assists Marketing in preparing or analyzing reports showing sales volume, price impacts, customer requirements, and areas of proposed improvements.

Consults with sales, technical, shipping or administrative staff to resolve customer issues.

Participates in the continuous improvement process by working with all BAND-IT functions to improve service to customers by identifying problems and championing solutions.

Complies with all Legal, Company, Environmental, Safety, and Hazardous Communications requirements.

Ad hoc duties as assigned.

EXPORT COMPLIANCE DUTIES AND RESPONSIBILITIES :

Develops and implements the company’s export compliance program that includes a manual, policies and procedures to support the program, working with IDEX trade compliance personnel as needed to accomplish this.

Manages the day to day operations of the export compliance group.

Serves as the company’s primary interface with IDEX trade compliance personnel and U.S. Government agencies involved in export regulations.

Maintains current knowledge of U.S. trade compliance regulations as pertaining to export; participates as appropriate in export training events, whether through IDEX, the U.S. Bureau of Industry and Security (BIS), or other third party trade compliance experts.

Responsible for keeping current with regulatory changes and for providing “awareness” at all levels within the company as required.

Responsible for ensuring that required diversion statements are included on export documentation and that all documents are in compliance with U.S. regulations and also meet the end-destination country’s requirements.

Ensures that personnel engaged in entering export orders and/or responsible for preparing export documentation are properly trained.

SUPERVISORY RESPONSIBILITIES SUMMARY:

Manages and directs Customer Service Representatives. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

EDUCATION AND EXPERIENCE:

Associate or Bachelors degree in Business Administration, Sales, Marketing or related functions, and / or equivalent experience. Computer Literate. Intimate knowledge of JDEdwards software of equivalent required. Mathematical Skills: Ability to calculate figures and amounts such as discounts, percentages, and volume. Ability to apply concepts of basic algebra and geometry. Strong familiarity with Excel, formulas, graphing, tabulation, etc.

ESSENTIAL FUNCTIONS:

The physical, mental/visual, and work environment demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Demands:

Requires use of hands and arms at least 90% of the time.

Majority of the time is spent sitting.

Lifting requirements are generally less than 10 lbs. Manual lifting could reach the company maximum of 50 lbs.

Work Environment:

Climate-controlled office environment.

The employee will occasionally visit customer site for troubleshooting design.

Noise exposure is moderate.

Mental/Visual Demands:

Close vision and the ability to adjust focus are required to perform the job functions.

Peripheral vision is required for safety.

KEY COMPETENCIES:

To perform the job successfully, an individual should demonstrate the following competencies to perform the essential functions of this position.

Problem solving: The individual identifies and resolves problems in a timely manner and gathers and analyzes information skillfully

Interpersonal Skills: The individual maintains confidentiality, remains open to others’ ideas, and exhibits willingness to try new things.

Relationships with Others: The individual works effectively and relates well with others Including superiors, colleagues, and individuals inside and outside the Company. The employee exhibits a professional manner in dealing with others and works, to maintain constructive working relationships.

Communication and Contact: The individual communicates effectively both verbally and in writing with superiors, colleagues, and individuals inside and outside the Company. The individual uses effective communication for interface with customers.

Planning/organizing: The individual prioritizes and plans work activities, uses time efficiently and develops realistic action plans.

Quality control: The individual demonstrates accuracy and thoroughness and monitors own work to ensure quality.

Adaptability: The individual adapts to changes in the work environment, rotate into other positions as required, manages competing demands, and is able to deal with frequent change, delays, or unexpected events.

Dependability: The individual is consistently at work and on time, follows instructions, responds to management direction, and solicits feedback to improve performance.

Safety and security: The individual actively promotes and personally observes all safety procedures. The individual complies with Environmental, Safety, and Hazardous Communications requirements.

Compensation

The estimated compensation for this position is $72000 - $91,000 annually

This position may be eligible for a business unit bonus annually

This position is also eligible for our comprehensive U.S. benefit offerings, which include Health benefits, 401(k) retirement savings program with company match, at least 80 hours of vacation, along with holiday, sick and personal time off. Please visit our career page at https://www.idexcorp.com/careers/our-benefit-and-rewards/

Are you ready to join a different kind of company where our people, our culture, and our commitments are centered around providing trusted solutions that improve lives around the world?

Total Rewards

The compensation range for this position is $72,600.00 - $108,800.00, depending on experience. This position may be eligible for performance based bonus plan.

Benefits Package

Our comprehensive U.S. benefit offerings include: Health benefits, 401(k) retirement savings program with company match, PTO, and more. More information on our benefits and rewards can be found on our career page: https://www.idexcorp.com/careers/our-benefit-and-rewards/

IDEX is an Equal Opportunity Employer and Affirmative Action Employer. IDEX gives consideration for employment to qualified applicants without regard to race, color, religion, creed, genetic information, sex, sexual orientation, gender identity or expression, marital status, age, national origin, disability, protected veteran status, or any other consideration or protected category made unlawful by federal, state or local laws (Minorities/Females/Protected Veterans/Disabled).

Attention Applicants: If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, please let us know. Likewise, if you are limited in the ability to access or use this online application process and need an alternative method for applying, we will determine an alternate way for you to apply. Please contact our Talent Acquisition Team at [email protected] for assistance with an accommodation. These contact tools may be used only by individuals with a disability for accommodation requests. Do not inquire as to the status of an application.

#J-18808-Ljbffr