Job Description

Customer Service Manager

Our client, a international wood products manufacturer located in Lexington, NC, has immediate opening for an experienced Customer Service Manager Duties: What you will do

• Inspire, motivate, develop, & direct the Customer Service Team.
• Partner with Senior Leadership and Sales teams.
• Lead initiatives to ensure exceptional customer experience.
• Develop and implement customer service policies and procedures.
• Develop thorough product knowledge with ability to transfer information to team.
• Manage complex and escalated customer complaints and service issues.
• Plan, prioritize, and delegate work tasks to optimize workflow.
• Develop and maintain customer service performance metrics.
• Implement strategies to ensure error free data entry of customer orders.
• Verify customers receive immediate order acknowledgements and orders keyed within 24 hours.
• Interact with customers by phone, email and/or in person to receive orders, cancellations, and changes for product or to clarify needs/requirements.
• Serve as a liaison between customer, manufacturing, and sales team.
• Communicate changes, delays, requests, etc. to sales representatives and customers as needed.
• Manage backlog and special request and ensure adequate follow up is provided.
• Share in responsibilities of keying orders, print and distribute production paperwork as required.

Required Qualifications: What you will need:

• 5 + years Customer Service experience
• 5 + years proven leadership
• Manufacturing environment experience
• Proficient in Microsoft Outlook, Excel, & Word
• Understanding of inches and/or millimeters
• Familiar with reading/interpreting customer drawings

Qualifications that will put you ahead:

• College degree
• 10+ years proven leadership
• Experience in Cabinet Manufacturing or Wood Manufacturing environment
• Experience with MS Dynamic NAV

Salary in the $40K to $45 K range with excellent benefits. For consideration please submit resume and salary requirements to ken@northpointsearchgroup.com

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