MANAGER-CUSTOMER SERVICE
The Timken Company - Long Beach, CA

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At Timken, our associates make a difference around the world every day. We are dedicated to improving our customers' performance by delivering unparalleled value and innovation. Timken associates thrive on the many opportunities offered in a global organization to grow personally and professionally. Our core values - ethics and integrity, independence, innovation and quality - are the foundation of our company and drive every decision and action we take. If you thrive on challenges and have the ability and talent to be a Timken associate, we currently have an opportunity to join our team. The Manager, Customer Service is responsible for the leadership, direction, and operations of the Customer Service team for the Los Alamitos facility. They will ensure specific customer requirements and 'world class customer service' satisfaction levels are met through the effective management of the team, systems and other resources. They estabilsh and maintain strong relationships within all levels of the organization to drive Operational Excellence including sales, production, quality, materials and engineering. Utilizes a team based approach to problem solving and intiaties and drives the practice of Lean techniques. Within the department the position must closely supervise the day-to-day activity to ensure timely and accurate order processing and responses to customer requests. Experience with setting and attaining service goals in a collaborative environment, and the ability to work with both new and tenured staff from a wide variety of backgrounds is critical. Leads the department's Continuous Improvement efforts in customer support and service. The applicant must be capable of providing leadership, vision, and innovation in Service / Customer Support.Up to 10% travel will be required. Establish and drive departmental objectives to ensure customer service inquiries are answered in a timely, efficient and knowledgeable manner. Provide continual evaluation of processes and procedures and share best practices across all MRO locations. Responsible for suggesting methods to improve area operations, efficiency and service for both internal and external customers. Manage escalated customer situations, working with assocates and resolving issues when needed. Interface with Product Sales Management, Outside Sales, & Marketing in negotiation of major contracts. Maintain and cultivate customer relationships and provide hands-on support to major accounts. Develop new business relationships in order to promote growth (up-selling) of accounts. Demonstrate leadership for on-going enhancements to departmental systems. Provide the focus of customers' needs to the Operations group and work with other departments to satisfy those needs. Work with Production Management and Quality Management to monitor customer service levels. Provide performance feedback and coaching on a regular basis to Customer Service staff. Create and maintain high quality work environment in order to motivate team members to perform at their highest level. Foster a participative and collaborative work environment. Provide department training and developmental needs encouraging continuous improvement. Serve as a mentor and role model for account team members. Develop Customer Service Satisfaction Survey and determine method of deployment, frequency of distribution, incentives, metrics measurement and reporting. Collect customer intelligence on service metrics. Manage compliance requirements, including ITAR import and export compliance and OFAC and EAR export compliance, customer interface, etc.
Bachelors Degree in Business Mgmt or related with 7 yrs CS; 5 yrs Mgmt experience required. Demonstrated negotiation & customer service skills. Knowledge of business planning process required. Proven leadership and employee development experience. Desired: Experience in aerospace and knowledge of bearing repair business.

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The Timken Company keeps its bearings straight. The company makes bearings that find their way into products from consumer appliances to...