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Operations & Customer Service Manager

Behco

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Posted on 09/29/2021

Location

Warren, MI

Description

BEHCO (www.behco.com), a distributor and integrator of fluid power, motion control and automation products, seeks a motivated and experienced Operations and Customer Service Manager.

As the Operations and Customer Service Manager, you will be responsible for leading the day-to-day support for a team of Customer Service Representatives. The Operations and Customer Service Manager will ensure effective, efficient, and customer-oriented support for all customers. They will provide staff support and motivation and develop and implement short and long-term plans for the team, and the department in alignment with company objectives and strategic plans.

Major Duties & Responsibilities

  • Supervise day-to-day operations in the Customer Service Department, with a goal of providing outstanding customer service to our customers.
  • Create and implement effective customer service policies, standards and practices designed to improve the customer experience and satisfaction.
  • Develop customer satisfaction goals and coordinate with the team to ensure the goals are met.
  • Develop, mentor, and lead diverse personalities and talents to create a strong and well-functioning team.
  • Coordinate technical, service, and selling skills training for members of the Customer Service team.
  • Prepare and deliver periodic performance appraisals intended to establish mutual goals, recognize employee accomplishments, and foster professional growth and development.
  • Manage and enhance interdepartmental working relationships to improve response times, the quality and accuracy of deliverables, and, ultimately, customer satisfaction.
  • Develop and enhance relationships with key vendors and customers.
  • Gather and evaluate performance statistics, report findings, and develop and implement corrective action plans to improve areas of concern.
  • Work with management to establish, implement, monitor, and manage pricing matrices.
  • Manage Purchasing and Inventory Management functions and personnel.
  • Manage the Shipping & Receiving department and team.
  • Hire, train, develop and mentor new members of the team.

Minimum Education & Experience

  • Associate’s or bachelor’s degree.
  • Familiarity with fluid power, motion control and/or automation products a plus.
  • A minimum of 5 years of experience in operations and/or customer service management.
  • Proficiency in Microsoft Office and customer service software.
  • Outstanding written and verbal communication skills, including presentation skills.
  • Good understanding of management practices and techniques.

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BEHCO is an authorized supplier of quality automation components. We specialize in Motion, Safety, Sensor, and Collaborative Robotics. With competitive prices, we collectively provide complete application solutions with engineering support and training. BEHCO-MRM takes pride in Customer Service.

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