Customer Service Manager
Reliance Fluid Technologies, LLC
Buffalo New York
Salary: Neg Per Hour
Essential duties of
Position:
- Manage all aspects of the customer service team (e.g.,
scheduling, training, mentoring, performance, constructive feedback, etc.)
- Fluent in complete order processing – including
purchase order receipt, order entry, inventory inquiries, shipping,
invoicing, credit/rebills, etc.
- Evaluate customer orders and history to network with
Operations and Production for continual improvement towards quicker
response to customer demand and ability to offer maximum flexibility
- Manage key strategic customer orders
- Arrange freight with preapproved suppliers
- Collaborate between Sales and Operations/Transportation
with quoting and inventory lead times/availability
- Responsible for all aspects of new customer set up and
executing Pre-Flight meeting(s) between Sales, Operations, and Purchasing
- Answer inbound calls from both existing and potential
customers
- Provide order status; expedite as necessary
- Track and update customer satisfaction via COPQ log,
surveys, feedback, first call resolutions
- Develop continual improvement(s) to ERP system for more
efficient usage
- Collaborate with leadership to build an environment of
collective responsibility and accountability
- Generate and manage a cooperative work environment by
supporting team member communication
- Support and manage the requirements of company Quality
Management System (ISO 9001)
- Address customer complaints and resolve escalated
issues promptly and effectively
- Identify areas for improvement and develop initiatives
to enhance service quality
- Develop and enforce policies for handling customer
inquiries and issues
Other duties that may be assigned
Knowledge, Skills and
Abilities Needed:
- Customer-oriented mindset
- Exceptional communication skills, both written and
verbal
- Ability to build rapport among colleagues and
leadership
- Proficient use of MS Office Suite of programs
- Leadership and team-building capabilities Ability to
handle challenging situations and resolve conflicts effectively
- Collaboration in team environment
- High emotional intelligence and ability to motivate
others
- Exceptional time management and organizational skills
- Analytical mindset with strong problem solving skills
Qualifications:
- High School/GED required
- Minimum of five (5) years’ experience in a customer
service function
- Minimum of two (2) years’ experience in management or leadership role
Job Overview
Posted Date: 18 Jan 2025
Location: Buffalo New York
Salary: Neg Per Hour
Company Information
Reliance Fluid Technologies' State of the Art production and lab facility produces a complete line of custom lubricants formulated from only the finest base stocks with the most advanced and latest additive technology on the market today. We have blending capabilities ranging from 5 gallons up to 35,000 gallons so we can blend what you need. Our goal is to give our customers important choices and options to help assure their future growth.
Name: Reliance Fluid Technologies, LLC
Web: https://www.rftllc.com/