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Customer Service Manager

Location : Maspeth NY US 11378
Job Type : Direct
Reference Code : 19940-JF1
Compensation : 70000.00 - 80000.00 USD/YEAR
Start Date : 09/04/2019
Hours : Full Time
Required Years of Experience : 10
Travel : No
Relocation : No
Job Industry : Engineering

Job Description :

  • Permanent position for a Customer Service Manager to focus on all aspects of customer satisfaction including the development of a customer service culture throughout the organization.

  • Oversee technical and customer service departments.

  • Manage, train, recruit, mentor and develop an environment where reps can excel through encouragement and empowerment.

  • Develop procedures, practices and polices to delight customers.

  • Maintain accurate records and document actions.

  • Keep ahead of industry's developments and apply best practices.

  • Authorize, approve and confirm pricing, lead times, delivery dates, customer returns to inventory, restocking fees and issue credits.

  • Manage and evaluate revisions, corrections and amendments to the Macola system with the CTO.

  • Prepare all documentation for export orders including, proformas, banking pricing, freight, delivery, letters of credit, commercial invoice, shipper's letter of intent, ocean and airway bills.

  • Instruct factory on special needs for each export shipment, relate special manufacturing specifications to engineering and production.

  • Provide timely resolution of customer complaints, concerns and inquiries.

  • Manage, and execute IB export orders from a lead to the export of that order, quoting a price for a favorable margin, working with purchasing, engineering, production, freight forwarders, and direct communication with the customer purchasing.

  • Manage retailers, with communication regarding orders, policies, lead times, closures, etc.

  • Work with ( including direct leads) and coordinate special requirements to manufacturer reps and when required.

Required Qualifications :

  • Minimum 10 years experience in customer service.

  • At least 5 years supervisory experience.

  • Working knowledge of customer service software, databases and tools.

  • Experience with Macola is a plus.

  • Strong organizational skills, able to manage priorities and workflow.

  • Ability to perform diversified functions and basic accounting procedures.

  • Bilingual skills a plus.

Contact: John Forsatz

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