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Customer Service Manager

Company: Nextaff of San Diego
Location: San Marcos
Posted on: November 26, 2022

Job Description:

As our Customer Service Manager in the San Diego, California area, you will be responsible for leading the interface between customers as well as internal sales, business development, engineering, and operations. The goal is to ensure we manage and support our external and internal customers in order to increase revenue. This role will be very hands-on and require a "roll up your sleeves" mentality.

Our values are Accountability, Collaboration, and Empowerment (ACE). These values guide how we lead and how we work and allow us to do all that we do for our employees and customers!

*What will you be Accountable for?*

* Lead the day to day responsibilities of the inside sales/customer service function to ensure timely responses to pre and post sales inquiries, including price quotations, order entry, delivery, lead time, expedites and other demands for our products and services
* Work collaboratively with Business Development, Engineering, and Operations teams to prepare non-price book quotations and gain management approval prior to quoting in accordance with company policies and procedures to maintain budgeted gross margins for the quoted product
* Work directly with the Tijuana, Mexico factory team to coordinate communications between the factory and the customers
* Proactively manage the Customer Relationship Management (CRM) platform utilization to process and maintain current updates to customer accounts and quote & contact information
* Ensure quotes and customer orders are effectively entered into the ERP system, provided and confirmed with customers in a timely fashion, and followed up on efficiently
* Manage and develop customer relationships to find additional growth opportunities, including historical services, contracts and customers
* Work collaboratively with Production/Planning, ensuring accurate lead-times and that order status updates are provided to customers
* Review business surveys from our customers either directly, or by coordinating information from appropriate Quality, Finance, Engineering, or Business teams
* Support quote follow up for assigned accounts directly and/or with the sales channels on high impact opportunities
* Ensure all sales team members are included in customer correspondence for their assigned territories and accounts covered
* Participate in the monthly development and reporting of the bookings forecast
* Drive the development of departmental performance goals and metrics, as well as departmental process improvements
* Travel up to 25%, primarily to the Tijuana factory

*How will you Collaborate?*

* With customers and company at all levels necessary to carry out the business objectives of the company
* Utilize Salesforce to manage opportunities, Chatter and Bonusly to reward employees and to keep the company apprised of important and interesting happenings with opportunities, customers and the department

*What are you Empowered to do?*

* Seek out new customers
* Call meetings, disseminate information throughout the company as required to meet customer needs
* Manage projects necessary to meet business requirements and opportunities, determine team members
* Train and develop employees

*Criteria for Success: *

* Bachelor's degree
* Travel up to 25%, primarily to the Tijuana factory
* Military and government industry customer service experience is essential
* Minimum of 5 years leadership experience
* Excellent written and oral communication skills, Bilingual in Spanish a plus
* Citizenship status must be compliant with ITAR regulations. (normally a permanent resident or US citizen)

*Communication Systems We Use: *

* Salesforce or similar CRM
* QAD, Syteline, SAP, or similar ERP system
* Google Workspace

*Why choose us?*

_We dream big, get stuff done, and like to have fun!_

Our company is a leading global provider of interconnect solutions that help fuel the ever-changing electronics industry. Throughout our 75-year history, our business strategy, technical capabilities, passion for quality, and service have supported our customers' innovation.

As our company continues to expand, it is placing increased emphasis on its people, products, operations, supply chain, and key relationships while encouraging a transparent environment that fosters innovation.

Accountability, Collaboration, and Empowerment are the fundamentals of our strategy. These values are part of our every day, and this is how we are able to do all that we do for our employees and customers.

We believe in empowering our workforce to think outside the box and make decisions that move our business forward. We hold ourselves and others accountable for following through on what we say we are going to do. We collaborate between departments, teams, business units, and customers to share best practices and become the best interconnect company in the world.

Job Type: Full-time

* 401(k)
* Dental insurance
* Flexible schedule
* Health insurance
* Paid time off
* Vision insurance
Experience level:
* 5 years
* 8 hour shift
Weekly day range:
* Monday to Friday

Ability to commute/relocate:
* San Marcos, CA 92078: Reliably commute or planning to relocate before starting work (Required)

* Customer service: 5 years (Preferred)

Work Location: Hybrid remote in San Marcos, CA 92078%58047475%

Keywords: Nextaff of San Diego, San Marcos , Customer Service Manager, Executive , San Marcos, California

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