Customer Service Manager jobs in Santa Rosa, CA

SMC Ltd. was developed around a commitment to its people and customers. This continued as a global leader in contract manufacturing for medical device, diagnostics and drug delivery companies.

Located in beautiful Santa Rosa, CA, SMC, Ltd. is a globally recognized premium supplier to the medical market with locations throughout the world. People committed to speed, technology, and exceptional performance are the cornerstone of our organization. Comprised of dedicated people and decades of manufacturing experience, we have continued to experience strong growth and currently have outstanding career opportunities for equally dedicated people.

In the role of the Customer Service and Scheduling Manager, you will be responsible for providing efficient customer service to customers through daily management of the Customer Service and Scheduling Departments. This role will include providing daily direction and communication to employees so that customer service inquiries are answered in a timely, efficient, and knowledgeable manner; continually evaluating processes and procedures; suggesting methods to improve areas of operations, efficiency, and service to both internal and external customers; ensuring employees have appropriate training and other resources to perform their jobs; and creating and maintaining a high-quality work environment.

• Ensuring that representatives are communicating proactively with customers to address any product availability or order processing issues.
• Allocating representative resources to efficiently and effectively meet the Company's and customer expectations.
• Achieving the Company's commitments around timeliness and accuracy of delivery.
• Addressing escalated customer concerns or critical customer accounts.
• Coordinate and direct the Sales and Inventory operations planning process (S&IOP)
• Track the execution of the production plan and help in resolving concerns.
• Verify that the planning of the equipment, material and labor allows the execution of work orders.
• Analyze the content of customer forecast and conduct capability/capacity analysis.
• Review all changes for confirmed PO releases with the supply chain prior to confirming back to customers.
• Participate in regular planning meetings as the voice of the customer.
• Maintains customer satisfaction by providing problems-solving resources.
• Identifies customer service and scheduling trends and determines system improvements.
• Improves customer service quality results by studying, evaluating, and re-designing processes and establishing and communicating service metrics and monitoring and analyzing results.
• Determines customer service requirements by maintaining contact with customers and visiting operational environments.
• Accomplishes customer service and scheduling human resource objectives by recruiting, selecting, training, and coaching employees.
• Updates job knowledge by participating in educational opportunities, maintaining personal networks, and participating in professional organizations.
• Achieves customer service and Scheduling objectives by contributing customer service information and recommendations to strategic plans and reviews.
• Analyzes variance and initiates corrective actions.
• Assist with Quality Assurance on customer complaints, returns, replacements, and credits.
• Participate in inventory management activities to evaluate shortages and excess.
• Reviewing all credits processed due to Customer Service errors, determining root cause and implementing sustainable solutions.
• Assist in on-time delivery reports and analysis.
• Assist in customer satisfaction surveys and analysis
• Perform other duties as assigned.

Essential Qualifications:

• Bachelor’s Degree in Business with 5 years’ experience in manufacturing management
• Strong leadership abilities to effectively manage a team. 3 yeas of management experience.
• Negotiation skills to interact with staff, internal and external stakeholders.
• Project management skills to plan and execute initiative
• Must have attention to detail.
• Ability to recognize a problem and resolve.
• Excellent interpersonal and communication skills, both orally and in writing.
• Experience with ERP systems and expert level skills in MS Excel
• Sales experience beneficial for managing relationships with external stakeholders.
• Strong team player, self-motivated with the ability to establish and maintain effective working relationships with all levels of employees, across all functions of the organization including customers and suppliers.
• Ability to prepare comprehensive and accurate reports, forecasts, estimates and budgets.

ADA Requirements:

• Typically sits, grasps items and performs keyboarding for frequent operation of a computer
• Stand, walk, bend, reach or otherwise move about occasionally
• Lift, move or otherwise transfer items up to 30 lbs. occasionally
• Occasional exposure to typical machine shop physical hazards
• Travel by air or car occasionally

We are committed to fair and equitable hiring with salaries based on relevant factors, such as work experience, education, and certifications. Toward the principle of equal pay for equal work, we post and hire within defined salary ranges. We ask all applicants to review salary ranges for each posted job opportunity, as we will not hire outside the predetermined range.

Annual Salary Range $105,000 - $125,000. This is a site leadership position that will report to the Director of Operations. This is not a remote position.

#IND

#LI-SS1