Customer Retention Manager jobs in Youngstown, OH

Overseeing the Customer Services Department to allow development of strong relationships with a portfolio of customers both internal and external, while supporting the outside sales team in order for the business unit to exceed sales goals.

Responsibilities

• Oversee the Customer Service Department to develop and maintain the highest possible customer relationships with current and prospective customers to provide unparalleled customer satisfaction
• Establish and maintain procedures for the Customer Service Department to ensure effective and efficient order entry with corresponding sales acknowledgements
• Handle concerns and conflicts both internal to your department and external when revolving around customer service.
• Work with price lists to quickly provide quote information based off published list pricing
• Review and confirm accuracy of sales order with pricing
  • Escalate pricing issues and/or discrepancies with sales and pricing team
• Engage with production planning team to schedule customer orders based on due dates and communicate to customer anticipated schedule
  • Quickly communicate any schedule changes or material issues with customer
• Collaborate with sales, operations, and other internal parties to ensure that customer agreements are met
• Escalate and resolve key customer issues by driving accountability with our quality and operation teams
• Deliver a high-quality, customer experience from order receipt to product receipt to ensure customer satisfaction and service for continued business

Competencies

• Demonstrates the ability to manage a group of individuals
• Holds self-accountable for their actions as well as others
• Meets the expectations and requirements of all customers by making customer needs a primary focus
• Operates with a “sense of urgency” to focus on the customer needs
• Delivers commitments, producing work of the highest quality in a timely and effective manner
• Ability to prioritize and balance multiple tasks
• Modifies plans to meet changed circumstances by being flexible and adaptive
• Ability to communicate via email, phone, and in-person clearly, effectively, and concisely

Education/Experience

• High School Diploma required, post-secondary education is strongly preferred
• Customer Service experience in manufacturing industry preferred
• Experience with Hubspot is preferred
• Experience with Microsoft Word and Excel as well as other Microsoft Office applications
• Experience in a previous management position is strongly preferred