Customer Service Manager

Position Purpose:

Oversees the daily operations of the Customer Service Department while developing and implementing strategies that provide exceptional customer experience.

Essential Duties and responsibilities

• Manages the daily operations of the customer service department. Facilitates problem resolution within customer service or between departments as impacts customer requirements.
• Trains customer account managers in new procedures or systems (ERP implementation, etc.) and in customer service skills. Facilitates cross-functional training between customer service representatives to cover absences.
• Acts as customer account managers for certain key accounts. Allocates accounts to customer account managers to maintain an appropriate level of service to customers and balanced workload between representatives.
• Evaluates the performance of customer account managers relative to defined criteria.
• Responsible for the maintenance of customer scorecards as applicable.
• Serve as the escalation point for customer concerns, facilitating resolutions with cross functional teams.
• Ensure effective communication between departments regarding customer orders, changes, and complaints. Review process for improvement opportunities.
• Monitor KPIs, analyze trends, and communicate findings to leadership to support decision-making.
• Responsible for following and ensuring compliance with all established Vaupell policies, standard operating procedures and safety practices.
• Other duties as assigned.

Job Qualifications/Requirements

• Bachelor's degree required
• 5 years of experience in customer account management plus 2 years in a leadership role.
• Experience with ISO13485, AS9001 or regulated manufacturing environment.
• Strong understanding of customer service metrics and tools (ERP, CRM, etc.)
• Excellent communication and conflict resolution skills.
• Ability to manage competing priorities and lead in a fast-paced setting.
• Exposure to continuous improvement initiatives (Lean & Six Sigma)

Candidates must be a “US Person” (i.e., US Citizen or Permanent Resident) to ensure Vaupell's compliance with ITAR (International Traffic in Arms Regulations) and EAR (Export Administration Regulations)

Environmental Condition

While performing the duties of this job, the employee is frequently exposed to moving mechanical parts. The employee is occasionally exposed to fumes, airborne particles, and vibrations. The noise level in the work environment is usually moderate to occasionally loud. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Requirements

Physical requirements include sitting for the majority of the workday (60%+), with standing and walking required regularly (20–60%). This role also involves occasional bending at the waist, reaching above/below shoulder level, and turning/twisting (each typically 20% or less). Occasional lifting, carrying, pushing, and pulling may be required, generally up to and including 50+ lbs. (typically 20% or less). Frequent use of hands and fingers is required for grasping, handling, fine finger dexterity, keyboarding, and sustained eye-hand coordination (60%+). The ability to hear and see (near/far vision, depth and color perception) is also required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Vaupell reserves the right to change, modify or add to the Essential Duties and Responsibilities of any position at any time.

Vaupell is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, belief and spirituality, gender, age, sexual orientation, gender identity or expression, ethnicity/national origin, pregnancy, genetic information, veteran, or disability status.

We encourage applications from veterans and individuals with disabilities. Reasonable accommodations are available for applicants with disabilities.