Customer Service Manager
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POST DATE 9/16/2016
END DATE 10/18/2016
JOB DESCRIPTIONThis position is responsible for direction of the delivery of pre- and post-sales services and support to clients/customers.Manages all facets of customer retention including participating in the resolution of customer concerns and defining and developing a customer contact strategy. Analyzes operational processes, escalation procedures and performs training needs assessments for identifying opportunities for service delivery improvements and value add to the customer/clients. Develops customer service department procedures. Liaises between customers and manufacturing, sales, field service, order processing and accounting to resolve status, production, delivery and billing inquiries. Reviews warranty claims. Develops and manages return materials authorization (RMA) processes for ensuring customer returns, exchanges, service and repairs are done with speed and accuracy and all client/customer service delivery issues are resolved. Manages market research to determine special pricing for non standard items in the interests of ensuring appropriate profit margins are reached and maintained. Selects, develops, and evaluates personnel to ensure the efficient operation of the function.
Manages and directs the cost estimation staff responsible for generating quotes to customers and/or Sales department. Manages the activities of the team and performance management of the staff. Manages the preparation of bids, proposal content, conformance to Request for Proposal (RFP) requirements, customer liaison and business partner/vendor coordination. Ensures adherence to protocol for extending quotes and ensures that costing model is profitable.
1.) This position will report to and work closely with the VP/GM of Operations-Owego, New York
2) Will provide strategic leadership and direction to achieve appropriate profit margins.
3.) Ensure a high level of customer satisfaction and effective customer relations.
4.) Select, train, develop, and motivate employees to ensure efficient operations and proper resolutions to customer concerns.
Bachelors Degree is preferred. Minimum 10-15 years of progressive engineering experience in the PCB industry is required.
Excellent leadership, interpersonal, and communications skills.
Excellent presentation and influence skills.
Ability to build effective partnerships with customers and vendors.
Sanmina is an Equal Opportunity Employer and we believe that diversity is critical to our success. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.