Manager Customer Service at Cobham Advanced Electronic Solutions

Posted in Management 16 days ago.

Location: Exeter, New Hampshire





Job Description:

Manager Customer Service

Job Description



We are CAES, a technologically advanced electronics company employing more than 3,600 talented makers, thinkers, innovators, and doers nationwide. We build things that solve challenging problems from deep space to the depths of the ocean. We serve customers in defense, aerospace, security, medical, and industrial markets.

Are you searching for a career with a company that offers challenging, diverse projects and opportunities? Are you looking for a position with a company that is growing and able to offer long-term professional advancement? Searching for a company that values a friendly work environment and that values YOU? Consider CAES. #peoplefocusedmissiondriven

A career with CAES is more than just a job, it is the pathway to a bright future.


Overview

CAES - Exeter provides critical RF and microwave solutions for land, sea, air and space platforms through our customized products. We are actively seeking a Manager Customer Service. This role requires a highly motivated individual who is an effective team manager and has experience in volume sales order and bid processing.

Reporting directly to the Sr. Director of Business Development, this role will be responsible for effectively supervising a team of Customer Service Representatives and managing the inside sales processes for developing quotes and processing customer orders. This role is critical to ensuring customer satisfaction through prioritizing and coordinating team activities to ensure timely, complete, and accurate processing customer requests for quotes and sales orders. This supervisor will collect and report team effectiveness metrics and be responsible for implementation of process improvements.

The ideal candidate will have experience on a fast moving B2B inside sales team in a manufacturing company and have prior supervisory experience. The candidate should be capable of managing and tracking the numerous customer interactions underway within the sales team and have the ability to engage in the details of quote generation and order processing in order to ensure timeliness, accuracy, and completeness of the work. The candidate will have demonstrated a high level of emotional intelligence when mentoring team members or managing conflicting business objectives.


Responsibilities


  • Lead and mentor the team of Customer Service Representatives

  • Managing quotes and order acceptance processes to ensure high quality and timely response to customers

  • As a hands on leader, participate in quote generation and working with customers

  • Collect, analyze, and report team output and quality metrics and employ this information to improve team performance.

  • Performance of customer surveys and collection of Customer Satisfaction metrics on a quarterly basis.

  • Identify and provide training of the CSR team members to ensure currency with quote and order acceptance processes, enterprise tools, etc.

  • Participate / promote process and business practice improvements based on internal metrics and customer satisfaction feedback.

  • Lead weekly CSR team meetings to review and resolve any process questions, etc.

  • Relentlessly manage and drive performance against goals established

  • Perform analyses and generate reports as defined, using CRM / Salesforce

  • Maintain and promote a successful and positive work environment


Qualifications

Minimum:


  • Bachelor's Degree

  • A minimum of four (4) years business management experience that includes leadership experience

Preferred:


  • Demonstrated experience in demand-driven business process execution

  • Demonstrated ability to extract and analyze data, to create charts for management review

  • Track record of building and maintaining excellent relationships

  • Experience leading teams

  • Selected applicant may be subject to a government security investigation and must meet the eligibility requirements for access to classified information

  • Experience in a B2B sales team for a manufacturing company

  • Experience with US government contracts requirements

  • Active DoD clearance

  • Salesforce

  • M2M




Employment Transparency:

CAES is an Equal Opportunity/Affirmative Action Employer and embraces diversity in our employee population. It is the policy of CAES to provide equal opportunity to all qualified applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status, or genetic information. CAES will refrain from discharging, or otherwise discriminating against, employees or applicants who inquire about, discuss, or disclose their compensation or the compensation of other employees or applicants.

The EEO is the Law poster is available here and the poster supplement is available here.

The Pay Transparency Policy is available here.

CAES is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation due to a disability for any part of the employment process, please send an e-mail to CAEScareers@caes.com and let us know the nature of your request and your contact information.