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About the Role

Shape and drive Dynatect’s customer service strategy, establishing the structure, talent, and metrics that fuel growth and a world-class customer experience. Lead and inspire the Customer Service team to achieve operational excellence, improve customer satisfaction, and support revenue growth.

Responsibilities

Set Dynatect Customer Service strategy and develop the organizational structure, team, and metrics.
Leverage and manage remote International Service team to improve customer satisfaction while maintaining departmental budgets.
Direct and manage the day-to-day activities of the Customer Service staff.
Develop and implement departmental policies and work procedures.
Set team and individual goals, and monitor progress of team goals & metrics.
Implement process improvements in Customer Service to shorten the quote to order cycle, maximize efficiencies, reduce errors, and improve customer satisfaction.
Assure that Key Accounts are serviced at the required priority levels and assist in servicing these accounts during peak periods.
Respond to customer and sales representative requests regarding order status and shipping dates.
Develop process improvements to enhance visibility of order status.
Coordinate and assist in optimizing the utilization of information systems and tools.
Assist in resolving product and service problems, involving Inside Sales, Engineering, and Quality personnel as needed.
Lead and/or participate in process improvement projects.
Assist in maintenance of business system information customer records.
Assist in data collection and performance reporting for Sales Key Results Indicators.
Coordinate and organize meetings within the department and coordinate projects with other departments/personnel.

Requirements

Ability to inspire and lead a team in a dynamic, fast-paced environment.
Ability to recruit and develop talent.
Analytical with a drive for continuous improvement and willingness to grow skills and career.
Active contributor to the overall direction of the sales organization.
Ability to communicate effectively, verbally and in writing, with internal and external stakeholders.
Must use good judgment when dealing with customers and fellow employees.
Ability to influence, negotiate, develop relationships, and handle irate customers.
Ability to grow into Subject Matter Expert for Dynatect's ERP system and other databases.
Proficient in MS Office suite of programs.
Knowledge of lean principles applied in an office environment.
Organizational skills to maintain records and files effectively.
Proven skills to multi-task and maintain a high-volume workload.
Ability to plan and organize daily workload to ensure timely completion of tasks.
5+ years of Customer Service managerial experience.
Previous sales / customer service experience; manufacturing environment preferred.
Experience in process mapping and process improvement, with documentation of measurable results.
Familiarity with ERP systems.

Skills

Customer Service
Sales
Leadership
Strategy Development
Talent Management
Performance Metrics
Process Improvement
Customer Relationship Management
MS Office Suite
Lean Principles
Organizational Skills
Multi-tasking
Time Management
ERP Systems

Location

Dynatect Calhoun - New Berlin, WI

Work Type

Full Time

Experience Level

5+ years of Customer Service managerial experience

Education Level

4 Year Degree
Bachelor's degree or technical degree strongly preferred
High School Diploma or equivalent required

Salary/Compensations

Undisclosed

About the Company

Dynatect is experiencing an exciting period of growth and transformation.