Position Summary
The Customer Service manager is the person who is the front-line face and voice of the company day-to-day. Line up RFQs for orders to be quoted, written up and quoted, then when products are ordered, ensure they are delivered correctly in an efficient and timely matter. Calls on existing customers from a CSH (Customer Sales History) report and asks if we can be of assistance or if they need any items quoted.
Works efficiently in the RMA (Return Material Authorizations) to ensure products that are damaged or mis-shipped are brought back in a timely and efficient manner.
Duties include but are not limited to:
1. Makes sure that the sales and warehouse teams communicate effectively and efficiently on orders and returns.
2. Ensures that all quotes, orders, and online business is handled efficiently.
3. Promote a positive work environment for employees.
4. Assist in ordering office products and supplies as needed.
5. Contact facilities to render repairs for IT/Computers and General office maintenance.
6. Helps field customer service issues Demonstrate personal ownership of all aspects of this role to create positive results, enters and tracks RMA’s for customers.
7. Systematicly prospect for new accounts through contacts with existing customers.
8. Exert special efforts to customers to exceed assigned sales profits and quotas in conjunction with company sales strategies. Call existing customers to ensure they are happy.
9. Smooth relations, offer solution-based plan, or extend special/emergency deliveries to valued customers in time of crisis, if needed.
10. Maintain boundaries with customers, leading communication and decerning needs.
11. Quote and maintain pricing for existing customers. Develop contracts and note all price increases is communicated effectively.
12. Introduce new products and services and answer questions regarding product application.
13. Analyze and reorganize activities in the territory to call on customers in an economical and systematic order of rotation.
14. Attend sales, company, industry meetings or conventions as requested.
15. Forward information on competitors’ activities, new products, promotions, and sales leads to Company President/Manager.
16. Constantly strive to enhance selling skills, product, and application knowledge.
17. Comply with all reporting requirements.
18. Ensure that selling activities conform with credit policies. Assist in collecting from delinquent accounts or obtaining credit information from new customers.
19. Always maintain a professional attitude and appearance.
20. Handle customer complaints and warranty problems.
21. Develop an annual gift program for top customers, send gift baskets and promotional items to existing customers.
a. Customers with orders from $500-$4000 – Handwritten thank you note,
b. Customers with orders from $5000 to $9,000 – Handwritten thank you note and a large box of cookies. (sent monthly)
c. Customers with orders from $10,000 to $20,000- Handwritten thank you note and an engraved YETI Global Tumbler (sent monthly)
d. Customers with orders from $40-$100K - Thank you note, and a Big Yeti Cooler engraved with Global Filtration on it. on a custom cart with our logo on it. (sent monthly, North America only)
e. Gift Baskets can be sent in lieu of any items for end of the year top customers (not international customers)
Job Type: Full-time
Pay: From $40,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Flexible schedule
- Health insurance
- Paid time off
- Vision insurance
Experience level:
Shift:
Weekly day range:
Experience:
- Customer service: 1 year (Required)
Ability to Commute:
- Houston, TX 77057 (Required)
Work Location: In person