Customer Service Manager

Job Description
Success as Simco-Ion’s Customer Service Manager will be measured by the ability to provide strategic leadership and technical direction for the delivery of pre- and post-sales services and support to customers. This hands-on role plans, leads and coordinates daily departmental activities delivering service excellence for both internal and external customers. 
Office Location: 2257 N Penn Rd, Hatfield, PA 19440, USA
Hours: 8AM – 5PM, In office
RESPONSIBILITIES:
Lead, coach, and develop the Customer Service Team to ensure the department functions efficiently and effectively to meet company goals.
Foster a positive and supportive work environment that encourages teamwork and professional growth.
Develop and implement strategies to improve overall customer satisfaction and retention.
Collaborate with other departments, such as Finance, Quality and Operations, to address customer inquiries and enhance the overall customer experience.
Support the Sales Team through order processing, product availability and problem solving.  
Manage the workload for the Customer Service Team to maximize efficiency.
Provide regular reports and updates to senior management on customer service performance and initiatives.
Act as liaison between the customer service department and other areas of the organization, communicating customer feedback and insights.  
Update and maintain customer accounts and department interfaces using CRM and ERP systems, driving process improvements.
Integrate and control flow of information and activities of other departments in the pursuit of responding to customer needs, complaints, and inquiries in a timely manner.
Manage orders in the system, which includes auditing orders processed, informing customers of product lead times, anticipated delays, and additional information needed to support the customer request.
Troubleshoot and resolve customer complaints and RMA requests.
Participate in projects supporting companywide strategic initiatives by providing critical customer service expertise and insight to support decisions and recommendations.
Number of direct reports: 4-6