Customer Service Manager, State College, PA

The Division:

Our Access Systems Division Overhead Door channel has a nationwide network of over 450 Overhead Door™ distributors leading the way with innovative solutions and unmatched installation, service, and support.

https://www.overheaddoor.com/home

Our Wayne Dalton channel has a nationwide network of over 2,700 dealers with its portfolio of quality, innovative products, Wayne Dalton effectively serves customer needs in North America.

https://www.wayne-dalton.com/

Duties/Responsibilities:
Manages customer care representatives and assigns work to all functions of customer service.


* Maintain an accurate account of incoming/outgoing customer calls.


* Collect and analyze call center statistics/customer service metrics.


* Process parts orders, replacement orders, and no-charge warranty orders.


* Responsible for the maintenance, compliance to, and periodic update of the Customer Service Standard Operating Procedures.


* Develops and maintains an effective department through proper selection, training, and assignment of personnel.


* Investigate and respond to customer order/billing inquires.


* Provide warranty information and assistance.


* Directs meetings to resolve problem accounts and quality problems.

Coordinates schedule changes with salespeople, customers, and company departments, for the timely shipment of products according to customer requirements.


* Provides field technical services to customers in compliance with contract requirements, including installation and maintenance.


* Works with distributors to inform them of unit prices, shipping dates, anticipated delays, and backorders.


* Perform all other tasks as assigned by the management team.

Qualifications:


* Ten years of customer service or telephone experience/employment in a technical manufacturing environment.

At least 5 years in a leadership role in a manufacturing customer service environment..


* A positive, extremely professional individual with high integrity and a strong work ethic.

Honor confidentiality of proprietary Company information.


* Must have excellent written and verbal communication skills.

Strong presentation skills with the ability to demonstrate our brand to small and large groups with marketing tools and manuals.

Good listening skills.


* Ability to participate as a team member on projects that involve or impact the entire Company's activities.


* Customer service orientation and emphasis on results, diplomacy, multitasking, and priority setting.


* Must possess computer proficiency in MS Office (Microsoft Word, Excel, PowerPoint, and Outlook).

Experience with Customer Relations Management Software required; Oracle CX preferred.

Educational Requirements:



* Minimum of an associate's degree with three years experience in customer service or six years experience in customer service or related roles

Qualifications:


* Ten years of customer service or telephone exper...