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Check us out at: http://www.simple2hire.com/PTC_info.html
(See what we do, what it’s like to work with us, benefits we offer and the TV Shows we’ve been)
Plymouth is a 95-year-old, 5th generation family business that is a global specialty manufacturer of carbon alloy, nickel alloy, and stainless precision steel tubing with 10 locations.
We have a great family-based culture where the CEO cares for our employees vs. a number. We have 4 strong Plymouth Pillars we stand by; People, Customer Focus, Community & Environment, and Long-Term Sustainability which we make decisions based on living our Plymouth Pillars- It’s not lip service.
We are growing and looking for solid leaders! Doesn’t hurt that we pay well and have excellent benefits either….
You’ll need to have Manager Experience in Customer Service.
Position Summary:
The Customer Service Representative Manager is responsible for providing support to the customer team through timely check-ins, guidance training while withholding the standards in place. This manager will have an in-depth knowledge of company products and programs and establishing a working relationship with internal and external customers through timely and accurate day-to-day order fulfillment, and other customer service duties. This person will
champion internal processes and systems while also offering guidance to peers to ensure compliance.
Essential Responsibilities:
Uphold and communicate CSR processes including Quoting, Order Entry, Closing Quotes
Train respective CSR teams on process changes or updates
Maintain regular communication / meetings with CSR Team, including metric and annual
performance reviews
Understand metrics / standards and communicate expectations to team
Assist with CSR backup training / scheduling, to include company-wide CSR availability
calendar
Ensure team is quickly and accurately using the established process and platforms when
communicating and quoting
Ability to follow processes, develop new processes and offer feedback when necessary to improve standard processes
Maintains CRM dashboards relative to quotes, quote win rates and quote responsiveness
Communicates with key customers on issues such as order status, making timeline
revisions as well as changes & modifications to orders and communicating information to
managers
Identifies customer requirements and accurately responds to customer inquiries
Maintains order schedule for mill visibility to ensure on time delivery and accurate lead
times
Champions the established DISSAT process
Follows regret process for direct inquires which are outside mill filters
Use CRM system to help ensure CSR team is capturing customer correspondences and
competitive information
Evaluates customer complaints, investigates & determines findings, resolves customer
issue and / or delegates to appropriate department manager to resolve
Acts as a customer advocate inside Plymouth Tube
Collaborates closely with sales, operations, finance, and other departments
Run reports on quote activity using ERP and CRM system
Promptly informs sales of new quotes, customer issues, etc.
Work with Corporate Credit Manager to establish credit for new customers
Stay current on entire product offering in order to periodically act as a back-up for CSR
Participate in regularly scheduled cross functional meetings
Occasional travel may be required – possibly 25%
Core Responsibilities:
Model Plymouth Tube values and behaviors as outlined in the Mission Statement
Represent Plymouth Tube in a professional manner
Follow all company Environmental and Safety policies, procedures, and standards
Follow all company Quality Standards
Educational Requirements:
Undergraduate Degree or combination of education and experience
Experience Required:
5+ years customer service manager experience preferably in a manufacturing
environment
Working knowledge of manufacturing processes and/or aptitude and desire to
learn
Experience manager 5+ people at the same time
Organized leader, understands and is driven by metrics
Adheres to and is driven by process
Experience in solving customer problems
Proven ability to multi-task and prioritize
Attention to details and accuracy is a must
Strong analytical and mathematical skills
Must be self-motivated, have a high sense of urgency, be able to problem solve
complex situations, be resourceful
Must have a high degree of personal integrity in dealing with co-workers
Must be computer literate and proficient with MS Office
Competencies/Desired Characteristics:
Customer and client focus – monitors client satisfaction (internal or external), establishes partner relationship with clients, visible & accessible to clients
Analytical and problem solving – The individual identifies, troubleshoots and resolves problems oftentimes independently and provides solutions in a timely manner
Team work orientation – The individual interacts with co-workers and managers in a positive manner
Communication proficiency – Communicates well one on one and in small groups, fluent, quick on feet, command of language, keeps people informed
Planning & organizing – The individual prioritizes and plans work activities and uses time efficiently
Technical capacity – the ability to systematically and through sustained efforts carry out complex activities or job junctions involving technical skills
Dependability – The individual is consistently at work and on time, follows instructions, responds to management direction and solicits feedback to improve performance
Safety & Security – The individual actively promotes and personally observes safety and security procedures, and uses equipment and materials properly
Working Conditions/Physical Requirements:
While performing the duties of this job, the employee is occasionally exposed to fumes or airborne particles. The noise level in the work environment is usually moderate. Climate controlled environment. Must be able to use standard office equipment (such as, a computer, printer, calculator, telephone, copier, and fax), some equipment is located approx. 50 feet away. Must be able to move about the office area and other departments frequently throughout the day as needed. Must be able to bend, stoop and reach to file as necessary and be able to lift up to 25 pounds.
Job Type: Full-time
Benefits:
- 401(k) matching
- Dental insurance
- Disability insurance
- Employee assistance program
- Flexible spending account
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Paid training
- Tuition reimbursement
- Vision insurance
Schedule:
- Monday to Friday
Supplemental Pay:
- Bonus pay
Experience:
- Manager: 2 years (Preferred)
- Customer Support & Client Services Managers: 3 years (Preferred)
Work Location: Remote
