Customer Service Manager - Tampa, FL

Leader Tech is a world leading innovator and manufacturer of EMI shielding products for circuit boards, electronic enclosures, interconnect cables and Thermal solutions founded in 1984. The Company serves a diverse commercial and military customer base from its Global EMI Shielding Technology Center located in Tampa, Florida. Every detail of the company's one-of-a-kind manufacturing facility is tailor-engineered to streamline and improve customer service, engineering and manufacturing processes.

POSITION SUMMARY:

• The Customer Service Manager is responsible for achieving customer service objectives by contributing customer service information and recommendations to strategic plans and reviews.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Supervise the accuracy and productivity of day-to-day activities of the Customer Service Team to ensure quality standards, deadlines, and proper procedures.
• Resolve customer complaints or answer customers' questions regarding policies and procedures.
• Provide employees with guidance in handling difficult or complex problems or in resolving escalated complaints or disputes.
• Works closely with Quality to resolve customer cases.
• Distribute sales leads and enter them into the CRM.
• Generate month end reports.
• Coordinates promotional activities and scheduling of trade shows for the Sales Team.
• Formulate, direct, and coordinate marketing activities and policies to promote products and services.
• Maintain marketing materials inventory including all Trade Show paraphernalia, catalogs, Product Profiles, etc.
• Work with Distributors to maintain pricing, ensure accurate distributor websites, parts lists and annual returns.
• Organize contracts to set up new Manufacturing Reps as needed. Maintain contact information.
• Assists with updating company information on company website.
• Assists with training of Customer Service staff as needed.
• Works closely with Engineering and Sales Team to ensure customer requirements are being met and policies are being followed.
• Maintain work instructions.
• Complete Customer Surveys and Questionnaires

ESSENTIAL SKILLS AND KNOWLEDGE:

• Administration and Management of Personnel
• Intermediate Microsoft Excel and spreadsheet skills, MS Word and Outlook
• Administration and Management of Personnel and Financial Resources
• Analytical skills to synthesize complex or diverse information.
• Attention to detail
• Critical thinking
• Customer Service
• Dependability
• ERP Software
• Interpersonal skills to interact with all team members. The individual speaks clearly and persuasively in positive or negative situations, demonstrates group presentation skills and conducts meetings.
• Integrity
• Judgment and Decision Making
• Leadership
• Negotiation
• Problem solving to identify and resolve problems in a timely manner and gathers and analyzes information skillfully.
• Time Management
• Verbal and Written Communication skills

EDUCATION AND EXPERIENCE:

• Associate's Degree or equivalent is desired.
• Any equivalent combination of education and experience determined to be acceptable by management.
• Directly supervises employees and carries out supervisory responsibilities in accordance with the organization's 5-10 years of experience.

LEADERSHIP RESPONSIBILITIES:

• Accountability: Leads by example and acknowledge responsibility for mistakes made within team. Demands a high standard of conduct from themselves and team members. Works with team members to find ways to mistake proof issues and reduce defects.
• Adaptability: Be ready to manage and accept change efficiently and professionally in the best interests of the company.
• Integrity: Takes responsibility for the actions of team members and themselves in regards to meeting the expectations of an assigned job description. Upholds company policies and procedures. Ensures consistency when making decisions. Be just and fair when making decisions in regards to team members.
• Leadership: Directs team to enable the best and desired results. Communicates effectively instructions related to departmental work and organizational goals. Listens carefully to what employees are telling or asking in order to continuously improve processes.
• Motivate: Keeps team informed, makes them feel proud of the assigned job, and develops team by giving them additional responsibilities. Mentions special accomplishments, ideas that have saved time, and suggestions that have made processes more efficient. Recognizes employees for a job well done.
• Planning: Organizes, prioritizes, and plans the activity for all work for team or department in alignment with organizational goals. Achieves positive results in areas of safety, quality and productivity.
• Quality: Communicates the importance of meeting customer, statutory, and regulatory requirements throughout all levels of the organization. Communicates quality objectives and the quality policy. Conducts reviews of processes and policies that affect employees. Ensures the availability of resources needed by team members. Understands how changes in the organization affect the Quality Management System (QMS).
• Training: Develops, deploys and documents training within your teams. Provides feedback to team members during review sessions to enable development and growth.