18 days old

Customer Service Manager - Old Saybrook

IWT Corporate Headquarters
Old Saybrook, CT 06475
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  • Job Code
    130058474

Overview

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Headquartered in Old Saybrook, CT, Infiltrator Water Technologies is the leading provider of engineered plastic chambers, synthetic aggregates, tanks, advanced wastewater treatment systems, and accessories for the onsite/decentralized wastewater and storm water management industries. The majority of Infiltrator products are manufactured from recycled plastic. Founded in 1987, we operate throughout the US and Canada with 8 manufacturing plants in the US, dedicated sales, and corporate team members. Infiltrator is a pioneer in innovative plastic technologies for underground water management. Infiltrator components are used in most onsite septic systems installed in the United States and Canada. Infiltrator is a proud Corporate Partner of Habitat for Humanity and each year donates components for 50 septic systems serving Habitat homes in North America. Infiltrator is committed to advancing the state of the art in all fronts, including product design, manufacturing, materials, wastewater science, marketing, management, and employee development. In other words, we strive to be the best we can be.



Responsibilities

Department Mission:

Develop relationships with internal and external customers to deliver proactive, world class service by creating value-added processes through active solicitation and feedback.

Manager role's contribution to department mission:

Establish overall strategy for the department to ensure that the requirements are met for all internal and external customers and customer satisfaction is achieved. Develop department as a high-performance team and provide leadership that allows the development of the individual team member. Manage procedures to ensure all business and system transactions are timely and accurate. Drive departmental decision making to reflect the company's values.

Key Accountabilities:

  • Establish manage appropriate Policies and Procedures for department to ensure all business and system transactions are timely and accurate. Ensure procedures are available to and understood by all department personnel.
  • Manage and maintain ERP system integrity and accuracy. Develop and implement systems maintenance processes and audits to ensure account and transaction accuracy.
  • Manage monthly Sarbanes Oxley (SOX) compliance requirements that includes documentation of pricing changes, customer promotions, customer applications / setups and other ad-hoc request.
  • Collaborate with all IWT departments and Customer Service team and contribute ideas to ensure continued improved relationships and improvement of services based on customer feedback and market knowledge.
  • Support digital transformation that leverages technologies for business processes and improves the customer experience
  • Develop and implement new product roll-out plans to ensure that training and system set-up is established to allow for efficient and timely product launch. Working with Engineering and manufacturing, to develop new Part Numbers for ISI products. Ensure they are established into the system accurately.
  • Review and approve or reject new Distributor Applications based on information provided by Customer Service Representatives.
  • Communicate with upper management events and activities that affect achievement of company goals and objectives.
  • Develop and coach personal and professional abilities of Customer Service reps to prepare them for growth necessary to take on additional responsibilities. Coordinate training opportunities internal and external as needed.
  • Planning and developing staff recruitment. Interview prospective team members to ensure they meet the required standards. Ensures the Customer Service Department has adequate staffing.
  • Prepare annual budget and strategic plans for the department, utilizing input from Customer Service Representatives and Sales Management.

Competencies:

  • Lead and manage staff in a manner that instills trust and cooperation.
  • Assist, coach, and mentor team members through knowledge of position and experience with customers.
  • Dedication to meeting the expectations and requirements of internal and external customers. Obtain customer information and use it for improving products and services.
  • Ability to multi-task and work independently. Pro-active attitude. Self-managed.
  • Review and update policies and procedures to ensure information is correct and timely. Write new policies and procedures to enhance the information available.
  • Form relationships with all customer bases built upon personal credibility, respect, and integrity.
  • Use time wisely and efficiently, prioritizing important and high payoff activities.
  • Work closely with peers to establish inter-team knowledge and executives to establish constant feedback mechanisms.
  • Membership in related organizations to further enhance knowledge of market.

Qualifications:

Five years of customer-oriented service experience, with basic understanding of Accounting and Marketing. Five years of Management experience. Bachelor's Degree in Business/Management.

Skills:

Excellent written and verbal communication

Ability to manage people

Leadership skills

Microsoft Office necessary

JD Edward or ERP experience



PI130058474
Posted: 2021-02-08 Expires: 2021-03-12

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Customer Service Manager - Old Saybrook

IWT Corporate Headquarters
Old Saybrook, CT 06475

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