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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 to support the strategy.
- 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.
- Assist in servicing Key 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.
- 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.
- Help develop and/or improve reports and reporting processes.
- 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 their 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 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
- MS Office suite
- Lean principles
- Process mapping
- Process improvement
- ERP systems
Location
- Dynatect Calhoun - New Berlin, WI 53151
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
About the Company
- Dynatect is experiencing an exciting period of growth and transformation.