Job Title:  Customer Service Manager 

Department:  Customer Service 

Reports To:  V.P. of Supply Chain & Logistics 

General:  

The Customer Service Manager manages all activities of CSRs and the Billing Clerk.  Principle duties will be to assign and monitor workflow, assist Representatives with customer problems, resolve procedural difficulties and provide appropriate training for each Representative.  They shall be able to perform most of the duties of the staff in the department as a back-up and serve as liaison with Ops, Sales, IT, and other departments for customer-related issues. 

Duties and Responsibilities: 

1. Sets the standards for professional behavior within the department and when dealing with customers. 

• Trains, guides, and advises Customer Service staff members on a regular basis as to company expectations for courtesy, prompt response, and friendly manner when dealing with customers. 
• Reviews with Customer Service Representatives as needed when professional expectations are not being met and helps them achieve same. 
• Alerts V.P. of SC & L of any impasse in carrying out the above. 

2. Monitors normal Customer Service functions to maintain high level of standards and quality. 

• Order entry, quotes, order status, billing, etc. 
• Pricing for various types of customers and availability of products 
• Special requests/shipping. 
• Emergency shipments. 

3. Assumes responsibility for: 

• Returned items and processes credits when needed 
• Assisting with EDI setups and training staff on completion of documents 
• Scheduling staff’s working hours and vacation times ensuring our phones are always covered during business hours. 

4. Schedules regular department meetings to review system difficulties, introduce new procedures/products, and reinforce team. 

•  Informs team of new products, changes etc. as information becomes available 
•  Arranges for training classes with marketing or tech service as needed 

5. Communicates with V.P. of SC & L: 

• Unusual customer problems/complaints 
• Suggestions for improvements to systems. 
• The “pulse” of the group, especially when it becomes irregular. 
• Pricing, product availability problems for resolution. 

6. Maintains good relationship between Technical Services and Customer Service. 

• Identifies areas for improvement. 
• Spot-checks calls to ensure proper ones are referred to Technical Service from Customer Service. 

7. Transfers to appropriate person: 

• Inquiries for custom related products 
• Requests for large volumes. 
• Special pricing needs. 
• Special delivery needs. 

8. Assigns special projects or special daily tasks to Customer Service Representatives as appropriate to workload and skill levels. 

9. Supervises staff and maintains appropriate records. 

• Assists employees in solving problems and in setting priorities. 
• Counsels employees as necessary and assists Management in disciplining, transferring, terminating, hiring, etc. 
• Evaluates employees using the Company’s performance system. 
• Completes timecards promptly through ADP system. 

Miscellaneous: 

1. Participates in lean activities, including but not limited to 

• Lean training and lean events such as kaizen or a 5-day event. 
• 6S program in the various departments assigned.   

2. Notifies Manager of any department issues, safety issues, personnel problems, etc. and cooperates in resolving such matters as well.   

3. Provides Manager with feedback to determine where additional training would benefit and obtains additional training, as necessary.  

4. Complies with all Company policies (i.e. personnel, safety, etc.).  

5. Performs other duties as assigned.  (Such duties may or may not be essential functions of the job.) 

Qualifications:  

High school graduate or GED equivalent who has mastered all qualifications of Customer Service Representative.  Must know key products, location of resource material and information for out-of-date products.  Must be familiar with interrelated company departments.  Must be able to maintain professional demeanor and defuse stressful customer or department situations. 

Environmental/Physical/Mental Factors:  

Works indoors in temperature-controlled environment.  Primarily sits at desk, talks on telephone, and works on computer; however, walks to and from printers and fax machine, meetings, restroom, etc.; performs 5-S program tasks and responsibilities.  (See Customer Service’s 5-S program to determine specific physical requirements.)   

LaMotte Company, a 100+ year-old global industry leader in developing and manufacturing premier water analysis solutions, operating in Newark, DE, Chestertown, MD and Warwick, UK.?Our products are used around the world to accurately, quickly, and conveniently test water in a multitude of applications. 

LaMotte offers paid time off including vacation, sick leave, and paid holidays. Full-time employees, who regularly work at least 30 hours per week, are eligible for employer-provided insurance including health, dental, vision, disability, life insurance, and supplemental insurance. Full-time employees are eligible to contribute to our 401(k) plan with an?employer match available. 

LaMotte is committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin or ancestry, sex, age, disability, military status, genetic information, sexual orientation, or any other legally recognized protected basis under federal, state, or local laws.