Customer Service Manager

HEICO Corporation•Westchase, FL

15h

About The Position

Leader Tech is a world leading innovator and manufacturer of EMI shielding products for circuit boards, electronic enclosures, interconnect cables and Thermal solutions founded in 1984. The Company serves a diverse commercial and military customer base from its Global EMI Shielding Technology Center located in Tampa, Florida. Every detail of the company’s one-of-a-kind manufacturing facility is tailor-engineered to streamline and improve customer service, engineering and manufacturing processes. POSITION SUMMARY: The Customer Service Manager is responsible for achieving customer service objectives by contributing customer service information and recommendations to strategic plans and reviews.

Requirements

Administration and Management of Personnel
Intermediate Microsoft Excel and spreadsheet skills, MS Word and Outlook
Administration and Management of Personnel and Financial Resources
Analytical skills to synthesize complex or diverse information.
Attention to detail
Critical thinking
Customer Service
Dependability
ERP Software
Interpersonal skills to interact with all team members. The individual speaks clearly and persuasively in positive or negative situations, demonstrates group presentation skills and conducts meetings.
Integrity
Judgment and Decision Making
Leadership
Negotiation
Problem solving to identify and resolve problems in a timely manner and gathers and analyzes information skillfully.
Time Management
Verbal and Written Communication skills
Associate’s Degree or equivalent is desired.
Any equivalent combination of education and experience determined to be acceptable by management.
Directly supervises employees and carries out supervisory responsibilities in accordance with the organization’s 5-10 years of experience.

Responsibilities

Supervise the accuracy and productivity of day-to-day activities of the Customer Service Team to ensure quality standards, deadlines, and proper procedures.
Resolve customer complaints or answer customers’ questions regarding policies and procedures.
Provide employees with guidance in handling difficult or complex problems or in resolving escalated complaints or disputes.
Works closely with Quality to resolve customer cases.
Distribute sales leads and enter them into the CRM.
Generate month end reports.
Coordinates promotional activities and scheduling of trade shows for the Sales Team.
Formulate, direct, and coordinate marketing activities and policies to promote products and services.
Maintain marketing materials inventory including all Trade Show paraphernalia, catalogs, Product Profiles, etc.
Work with Distributors to maintain pricing, ensure accurate distributor websites, parts lists and annual returns.
Organize contracts to set up new Manufacturing Reps as needed. Maintain contact information.
Assists with updating company information on company website.
Assists with training of Customer Service staff as needed.
Works closely with Engineering and Sales Team to ensure customer requirements are being met and policies are being followed.
Maintain work instructions.
Complete Customer Surveys and Questionnaires