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Customer Service Manager

Please Note: The application deadline for this job has now passed.

Job Introduction

Lead and motivate the customer service team to provide a world class experience for direct, distributor and inter-company clients.  Manage the people, policies and procedures that support our company objectives and values.

Role Responsibility

  • Supervise the day-to-day customer service operation.
  • Manage and improve the customer order fulfillment processes, from order to cash.
  • Accountable for all customer facing order management processes: contract review, order entry/release, order acknowledgements, monitor credit limits, management of client portals, issue resolution, price change management, and shipment advice.
  • Interface with sales, purchasing, scheduling, production, and shipping for urgent customer service requests.
  • Participate in customer discussions and meetings regarding order fulfillment.
  • Own and report KPI’s to ensure continuous improvement and progression toward goals.
  • Continually develop quality improvements and embed successful change projects.  
  • Coordinate with accounting to resolve credit, debit, invoicing issues.
  • Coordinate with quality, warranty, and technical service to resolve product issues.
  • Capture customer feedback and incorporate in improvement activities.
  • Foster a team culture and lead a high-quality customer support organization, installing a strong service culture that embraces industry best practices
  • Utilize service metrics and analytics to refine and continuously improve service delivery
  • Identify new tools and technologies to better serve the customer
  • Establish an appropriate staffing level and monitor for change as business needs change.  Coach and develop staff.  Identifying and providing feedback through 1:1s, use personal development plans and provision of coaching & development opportunities
  • Accountable for ensuring full regulatory compliance and legal requirements.
  • Other duties and responsibilities as assigned

The Ideal Candidate

  • Bachelor’s degree required; advanced degree preferred
  • 10+ years relevant customer service experience within a manufacturing environment, required
  • Previous EDI experience in a fast-paced environment required 
  • Previous ERP implementation experience preferred, not required
  • Demonstrated ability to motivate and lead others
  • Strong written and oral English communication skills
  • Possess organizational development and problem-solving skills
  • Must be able to multi-task and establish work priorities
  • Extensive experience in managing customer service teams
  • Strong strategic and customer focus with an understanding of the off highway markets
  • Proven management and/or relationship management experience.
  • Established track record of exceeding targets, KPI’s
  • Able to interpret and develop strategy and make recommendations
  • Demonstrate ability to motivate and communicate with others at all levels
  • Influential relationships skills. Able to use these relationships to deliver service improvements
  • Excellent communication and negotiation skills
  • Able to adapt and succeed in a changing environment
  • Evidence of well-developed leadership skills.

Package Description

Robust Total Rewards package including Medical, Dental, Vision, Life, Disability, 401(k) with employer match, ESOP and bonus opportunity

About the Company

Global leader in the design and manufacture of hydraulic valves and manifolds

HydraForce

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