ABOUT THE POSITION
The Customer Operations Manager provides guidance and assistance to the Parts Department Team to promote customer satisfaction, achieve departmental objectives and increase profitability of Parts Sales in accordance with Domestic and International Regulations.
Deliverables & Responsibilities
Manage and provide exceptional quality Customer Service to all Customers including equipment/spare parts queries, direct and dealer sales RFQ’s, order entry, manufacturing of parts, inspections, transportation and logistics, documentation, payment terms, collection, returns and warranties.
Direct Customer contact.
Must be able to communicate clearly, politely, and professionally via phone, email and face-to-face with Customers, Dealers, Suppliers, Carriers and the various departments including Sales, Engineering, Purchasing, Accounting, Manufacturing, Parts inventory, warehouse, Shipping and Management.
Oversee on-time management of orders and proper communication to all customers.
Includes, tracking, tracing and proper quoting of transport (small packages, LTL, specialized equipment and air freight).
Produce and analyze data, statistics and various reports related to customer service and promote growth.
Oversee profitability of Parts by maintaining margins on sales revenue and transport of goods including Parts budget management.
Assist and coach Parts Team with problem resolutions: provide leadership and guidance.
Supervise time management including normal work hours, overtime and PDO.
Perform employee review and evaluations.
Provide training.
Attend trade shows, conferences, customer schools and visit accounts to increase customer satisfaction and build brand loyalty (could involve multiple day travel).
Develop and apply Customer Service standards, policies and procedures for the Department.
Follow company policies and procedures at all times.
Follow proper safety rules and regulations at all times.
Perform other duties as assigned.
To be successful in this role, your experience and competencies are:
Minimum of two years post high school education.
Bachelor’s degree preferred or equivalent experience
Must be able to speak and write in English fluently.
Excellent oral and written communication skills.
5+ years of work experience in similar environment (Sales and/or Customer Service)
Some experience in mechanical or machinery related industry preferred.
Ability to read and interpret mechanical and electrical drawings preferred.
Ability to work well with others, exercise sound judgment and solve problems, work independently and effectively manage workload (well-organized), be resourceful, attention to details (meticulous) and work well under pressure.
Ability to operate general office equipment including telephone, computer, calculator, photocopier, and scanner.
A working knowledge of Microsoft Office products preferable.
Must have excellent interpersonal, communication, and collaboration skills.
Ability to travel as needed
Must be able to meet regular attendance requirements.
Management experience preferred.
Supervisor and Leadership Expectations
This role has supervisory duties to customer operations and customer response specialists.
This role is budgetary and program management responsibilities.
Our Culture and Values
Employees that become part of Astec embody the values below throughout their work.
Continuous devotion to meeting the needs of our customers
Honesty and integrity in all aspects of business
Respect for all individuals
Preserving entrepreneurial spirit and innovation
Safety, quality and productivity as means to ensure success
Travel Requirements: 5-10% of travel, regional, international
NOTE: This position responsible for certain internal control responsibilities.
These internal control responsibilities are verbally communicated to the incumbent and periodic feedback is provided as it relates to the performance of these internal control responsibilities.
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