Customer Care Manager

Functional area:  Customer Service
Country:  United States
City:  Bay Minette, AL
Company name:  Quincy Compressors LLC
Date of posting:  Feb 06, 2019

Quincy Compressor LLC makes and sells the highest quality air compressors and vacuum pumps. Our products are used around the world in manufacturing plants, hospitals, climate control systems and any application that requires reliable air assistance. We are currently seeking an Customer Care Manager for our Inside Sales department. This position will be based out of our Bay Minette, AL location, near the beautiful Gulf Coast.

Basic Function:

 

The Manager, Direct Customer Care Support directs and controls all functional elements necessary for the Order Entry all Quincy products.. 

 

Nature & Scope:

 

Within the limits of Division and Corporate policy, the Manager, Direct Customer Care Support exercises primary control over the direct customer care operation’s Quincy products Order Entry and Inside Sales functions.

Main Duties:

  • Structures and staff the organization through appropriate personnel selection, training and assignment and through proper delegation of responsibility and authority to provide a framework for personnel development and growth.
  • Establish and maintain effective communications and employee morale with the function.
  • Follow the department’s KPI daily and assure we are within the target
  • Improve how we provide updated and good information to our customers
  • Work on process improvement projects to modernize the department and improve the efficiency
  • Perform order processing timely according to the Service Level Agreement (SLA) while reviewing main information
  • Answer customers questions mainly through e-mail and also over the phone, according to the department targets
  • Support small distributors on quoting and manual orders entry
  • Work on request of special engineered products, together with the Product Marketing Specialists and the Product Companies
  • Meet weekly with the factory to maintain our lead times sheet, discuss on-going issues and assure we have the proper information to support our customers
  • Distribute the monthly of Customer Service KPIs and current projects for the AIM Management Meeting
  • Contributes to the development of policy and procedures manual by issuing policies and maintaining and updating procedures concerning the product Order Entry and Customer Service functions.
  • Promotes safe and clean working conditions through active support and administration of the Company’s  Safety, Housekeeping and Loss Prevention programs and systems.
  • Integrates individual objectives, goals and work plans with those of the Inside Sales functions and of the Company.  Maintains consistency in performance evaluations and salary actions within established guidelines.

 

 

 

Education and Experience:

  • BS Degree in Engineering or Business or equivalent work experience required, as determined by the VP, Marketing and Business Development

 

Job Knowledge, Skills, and Abilities:

  • Excellent communication skills, both verbal and written
  • Must be process oriented with high organizational skills
  • Ability to build and maintain customer relationships
  • Proficient with Microsoft office
  • CRM and ERP system knowledge is a plus
  • Manufacturing knowledge is a plus

 

Supervisory Responsibilities:

  • Responsible for overall management of the Direct Customer Care team members

 

Training Requirements:

  • 5S Training
  • General Safety Training

 

Physical Demands:

  • Limited amount of physical exertion in plant and on jobsites

 

Personal Protective Equipment:

  • While on shop floor, must wear safety glasses and steel toed shoes at all times.

 

Work Environment:

  • Mainly an office environment, with some plant exposure.

Quincy Compressor aims to assist our employees in all areas of life: physical, financial, and personal wellness through a competitive compensation and benefits package. See our Benefits web page for more information.
Quincy Compressor is an equal opportunity employer and does not discriminate in hiring or employment related decisions because of race, color, religion, creed, national origin or ancestry, ethnicity, sex, gender (including gender nonconformity and status as a transgender or transsexual individual), sexual orientation, gender identity, age, physical or mental disability, citizenship, past, current or prospective service in the uniformed services, genetic information, or any other characteristic protected under applicable federal, state or local law. Job promotions at Quincy Compressor will be based on such factors as quality of work, prior job performance, attendance, safety record, and ability to work well with others.
Accessibility Notice: If you need a reasonable accommodation for any part of the employment process due to a physical or mental disability, please send an email to: careers@quincycompressor.com or call 251.937.5900. Reasonable accommodation requests will be considered on a case-by-case basis.