Essential Job Functions

• Develop strong relationships with key customer contacts leading to F&M as the supplier of choice

• Oversee order processing and fulfillment of customer orders at agreed upon customer service levels and standards

• Develop and implement customer service policies and procedures

• Define, communicate, and ensure customer service standards are met

• Work closely with appropriate internal parties to ensure customer needs are met

• Ensure the necessary tools and resources are available for quality customer service delivery

• Improve customer relations quality results by evaluating & redesigning processes; establishing & monitoring service metrics; analyzing results for continued improvement

• Identify and implement strategies to improve quality of service, productivity, and profitability

• Identify customer service trends to determine needed system improvements and sales forecasting

• Adhere to and enforce Internal Compliance rules as they apply to Order Management, Backlog Management, and Revenue Recognition Rules.

• As needed, respond to customer inquiries on product selection, pricing, delivery, etc.

• Develop high level relationships with carriers and negotiate favorable delivery options and pricing

• Resolve complex and escalated customer issues

• Supervise, coordinate, and assign activities of department staff; evaluate staff performance to recommend hiring, retention, promotion, transfer, or dismissal

• Provide training and development for Account Managers, Analysts, and other team members to improve the efficiency and quality of services

• Track invoices and expenditures related to department operations and budget

Requirements

• BS degree or combined equivalent of education and experience

• Minimum 3 years’ proven, successful experience managing a customer relations team in a manufacturing company

• 3-5 years of experience as a Customer Relations Account Manager

• 1-2 years of experience managing or interacting with top tier customer base

• In-depth knowledge of customer service software, databases, and CRM tools

• Solid understanding of Order Management/CRM tools and ERP systems; Sage ERP experience is a plus

• Strong working knowledge of Microsoft Office

• Excellent written and verbal communication skills

• Excellent problem solving skills

• Strong ability to influence

• High level of responsiveness