eCommerce Customer Support Manager jobs in La Crosse, WI

Description

About Darley

Since 1908, Darley, a family-owned business, has driven steady growth while passionately serving the world’s first responder and tactical communities by providing high quality, safe and innovative products with unmatched commitment and service. Corporate headquarters is in Itasca, Illinois, while state of the art R&D and manufacturing operations are in Chippewa Falls, Wisconsin, and Janesville, Iowa. The Pump Division, located in Chippewa Falls, WI is currently seeking a Customer Support and Applications Engineering Manager to add to its growing team. This Job is located in Chippewa Falls, WI.

Responsible for the processes and systems related to servicing customers and support of sales staff. Directs the delivery of administrative and operational assistance designed to promote revenue growth, productivity, and exceptional levels of customer satisfaction. Provides team members with the appropriate training, tools, direction and motivation to enable their success.

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. Deliver consistent and accurate shipping dates, warranty information, pricing, etc. from the Customer Service department.
2. Works with the production team and ensures pump orders are entered at a lead time that is the best that can be achieved while considering capacity constraints.   
3. Plan, coordinate and control the activities of the customer service team to maintain and enhance customer relationships and meet organizational and operational objectives successfully.
4. Works closely with cost accounting and the operations team as needed to ensure healthy profit margins are maintained on all parts orders. 
5. Ensure Customer Service team is providing timely and accurate information to customers inside and outside of W.S. Darley and ensures that all emails and phone call inquiries are addressed.
6. Liaise with sales, engineers, shop managers/supervisors, and administrators to assist in prioritizing and tracking product delivery dates.
7. Ensures all customer and/or sales visits are well accommodated with meals, drinks and of this highest hospitality and professionalism.
8. Resolve service problems by clarifying the customer's complaint; follow up to ensure resolution of issue is resolved and communicated to the customer.
9. Enters orders, handles applications questions and general email or phone support as needed to support team. 
10. Approve quarterly warranty of parts or international customers.
11. Provide leadership through effective communication of vision, active coaching, and development of staff.
12. Develop and maintain training documentation and standard for the entire customer support team that display efforts to provide the best customer experience possible.
13. Establishes metrics to track incoming work, ensure timely follow-up, and assess output of customer service department.
14. Encourage team members to look for opportunities for process simplification and improvements.
15. Leads the development of informational videos, frequently asked questions, applications guidelines, tutorials, new product support literature on the Darley website to heighten customer service and overall customer experience. 
16. Implements improvements, new process, procedures to promote parts sales and revenue growth by using latest      technologies such as online ordering and shipment tracking. 
17. May lead failure investigations with external and internal teams and handle customer communications.
18. Gathers input from CS team/customers and presents recommendations and business case to sales and design engineering to create new products or make improvements to existing product lineup. 
19. Responsible for providing backup for departmental functions when necessary.

Other Duties

1. Provide customers with product and service information.
2. Respond to customer requests; enter orders and provide quotes.
3. Verify information to ensure accuracy and completeness of data.
4. Open customer accounts and maintain updates by recording account information.
5. Ensure compliance with ISO standards within your department.

Competencies

1. Business Acumen.
2. Leadership.
3. Customer/Client Focus.
4. Problem Solving/Analysis.
5. Process Management.
6. Communication Proficiency.
7. Teamwork Orientation.
8. Technical Capacity.

Supervisory Responsibility

This position manages all employees of the department and is responsible for the performance management and hiring of the employees within that department.

Work Environment

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. This job may infrequently operate in an industrial manufacturing environment. 

Travel

Some overnight travel may be expected.

Required Education and Experience

1. Associate or bachelor’s degree in business management, engineering or related field or equivalent experience.
2. More than 4 years’ management/supervisory experience
3. More than 3 years’ customer service/product support experience, including applications engineering and preferably in a manufacturing environment.
4. Proven proficiency in basic computer literacy to include a basic understanding of business software.

Preferred Education and Experience

1. Knowledge of and experience with Enterprise Resource Planning (ERP) software and/or inventory control software
2. Ability to read and interpret blueprints or other schematics.

Company Benefits

Generous paid time off

Paid Holidays- 9 paid days off 

Tuition Reimbursement

Health & Wellness Reimbursement

Medical

Dental

Vision

Life Insurance (paid for by company) 

Short Term and Long-term Disability

HSA with an employer contribution

FSA

401K/Roth with match and profit sharing

AAP/EEO Statement

W.S. Darley and Company provides equal employment opportunity to all individuals regardless of their race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by state, federal, or local law. Further, the company takes affirmative action to ensure that applicants are employed, and employees are treated during employment without regard to any of these characteristics.