Customer Service Manager - Industrial Steel Fabricated Products
Perfect World Search - Barstow, CA

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Job Description:
POSITI
POSITION: Customer Service Manager – Industrial Steel
Fabrication
REPORTS TO: General Manager
LOCATION: Barstow, CA 92310
OVERVIEW
A global manufacturer of steel utility structures
(poles, towers) has an immediate opening for a Customer
Service Manager at its manufacturing plant located in
Barstow, Calif. Reporting to the General Manager at this
facility, the Customer Service Manager is accountable
for leadership and coordination of all Customer Service
functions, including all external and internal customers
across all product types. The Customer Service Manager
will manage, document, and drive actions and metrics
across all functions to ensure 100% Customer
Satisfaction. The Customer Service Manager will build
and manage a set of metrics around all customer
complaints and drive resolution to the customer’s

satisfaction. Areas of focus will include the following:
On Time Delivery, Field Issues, Warranty Claims, Quote
Turn Around Time, Performance to committed lead time,
Performance to customer forecasts, Customer Scorecards,
Customer Continuous Improvement opportunities, etc. The
Customer Service Manager will assist in ensuring company
and division goals are maintained and improvement is
made in the service level to all customers. In this
role, the Customer Service Manager will have significant
interaction with internal company stakeholders, company
contracted sales representatives, and customers on all
service related issued.
PRIMARY RESPONSIBILITIES
  • Establish, support and manage a formal Customer
Service Process throughout the plant and division. Work
with other internal facilitators to ensure that plant
personnel are utilizing the best practices available
within the organization.
  • Coordinate on-time shipments of all customer orders as
required by promise date and maintain daily schedules
for all operations, while coordinating product flow
through the manufacturing cycle in corporation with the
General Manager.
  • Clearly and accurately communicate to customers the
status of all orders and shipments. Ensure the internal
stakeholders are aware and are held accountable to all
customer expectations.
  • Develop and implement methods and procedures for
monitoring work activities, such as preparation of
progress reports, scheduling, order status, etc. in
order to inform management of current status or work
activities.
  • Set up internal metrics to track and resolve all
customer complaints of any nature.
  • Establish monthly reporting to the division and site
on current status, open issues, and resolution actions.
  • Work directly with Operations and Quality Personnel to
ensure all customer field claims and quality issues are
resolved to the customer’s satisfaction, and document
same.
  • Prepare Corrective Action Reports for each issue and
provide same to the customer.
  • Track Quality issues by customer, trend and
occurrence.
  • Complete Pareto of the most common customer complaints
and work with the plant personnel to drive continuous
improvement actions.
  • Coordinate all customer onsite inspections and provide
all required information prior to, during and after the
inspection to ensure customer satisfaction.
  • Provide the customer reporting and track all findings
on customer inspections and provide full Corrective
Action reports to customers on all issues.
  • Responsible for quotes, orders status, corrective
action response, and all customer communication.
  • Responsible for determining, driving, and
communicating all site specific customer metrics.
Responsible for developing the master order status
schedule and providing feedback to both internal and
external stakeholders when potential variances arise.
  • Maintain and communicate all customer specific
scorecards and reporting requirements. Receive and
translate all customer forecasting information for the
plant.
  • Maintain a log and lead team through continuous
improvement actions of all customer complaints. Report
to all stakeholders on status of progress.
  • Manage the scheduling of incoming sales orders while
monitoring, analyzing and reporting on both the actual
and forecasted customer backlog.
  • Manage and direct all activities of customer service,
customer complaints, on time deliveries, dispatching,
shipping, traffic, and quoting.
  • Obtain and coordinate special customer requirements.
  • Manage field claims to ensure accuracy and expediency
while holding the company’s exposure as low as possible
and solving the problem with as little inconvenience as
possible to the customer.
  • Make timely field claim reports; work with other
departments to help solve chronic problems. Contribute
to departmental planning providing alternative solutions
to short and long term problems in terms of staff
requirement, system upgrades, evaluation and
implementation of new processes and procedures.
  • Monitor, analyze, review and evaluate spreadsheets,
reports and paperwork for accuracy. Effectively
communicate and maintain a spirit of cooperation to
insure that the customer and company receive the best
service possible.

Job Requirements:
PR
REQUIREMENTS
  • Bachelor’s degree in business or related field.
  • 5 to 7 years of customer relationship management
experience in an industrial manufacturing environment.
  • Ability to read and interpret blueprints and customer
drawings.
  • Basic computer skills, including MS Office Suite
(Word, Excel, Power Point)
  • Good interpersonal and communication skills.
COMPENSATION
Salary of $75,000 or higher depending on background,
skills and experience, plus performance bonus up
to 10 percent. Local candidates preferred, but
relocation allowance may be offered as appropriate.

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