Customer Services Manager

Customer Service Manager

The Customer Service Manager is responsible for leading and overseeing the customer service team to ensure customer satisfaction. This role involves establishing service standards, developing strategies to enhance the customer experience, and managing issue resolution. It is crucial for CVG's commercial success, serving as a strategic connector between the customer and the operational team.

Key Responsibilities and Main Activities:

• CVG customer service teams interact with customers and company sales and/or service representatives to handle a variety of pre-sales or post-sales service functions.
• Receive and process transactions via phone, internet, and correspondence, and respond to inquiries about CVG products or services.
• May promote and sell company products or services, as well as investigate and resolve customer complaints.
• A key focus area is building strong business relationships through CVG's extraordinary customer experience strategy.
• Deliver value to small and medium-sized customers while resolving all their inquiries.
• Identify opportunities for new business and organic revenue growth through inbound and outbound outreach.
• Create a favorable impression and promote the CVG brand to strengthen our ability to attract, retain, and win with customers.
• Manage the quotation and order fulfillment process in a timely manner, including order entry, order expediting, and coordination with Operations and Logistics for on-time shipments.
• Support the finance department in billing and overdue issues.
• Manage customer forecasting/demand and inventory levels, working with the supply chain to meet customer demand.
• Handle customer inquiries and complaints. Investigate and collaborate with other departments to resolve customer issues in a timely manner.
• Participate in conference calls with internal or external partners regarding delivery issues or critical projects.

Delivery Management:

• Forecast tracking and management
• Dashboard coordination
• Metrics

Billing Management:

• Proactive billing process management
• Pricing: contract expiration management and quotation follow-up
• Credit management: collaborate with Customers, Sales, and Finance to manage overdue invoices and accounts receivable

Issue Management:

• Metric – Billing

Satisfaction Management:

• Support execution of improvement actions based on surveys: identify and drive corrective actions for recurring issues to build sustainability
• Raise awareness and drive accountability in other functions based on VOC
• Quality/Complaint awareness: act as focal point to share and communicate quality status
• Communication: establish and maintain periodic performance review meetings with other relevant functions
• Metric – Survey

Customer Relationship and Satisfaction:

• Customer communication to resolve escalated operational issues
• Ensure VOC monitoring through surveys, regular meetings, and customer communication
• Responsible for identifying and driving corrective actions and improvement projects/activities with support functions to increase customer satisfaction levels based on surveys and VOC feedback. Manage service delivery/interfaces and build service culture execution.
• Ensure minimum weekly review of order backlog. Open order reports and forecast reports must be used to provide early warning of late deliveries to customers and the team.
• Build a problem-solving environment around permanent improvements in order fulfillment, pricing, delivery, quality, and credit, collaborating with customers on improvement projects.
• Responsible for building a culture of ownership and continuous improvement within the virtual Customer Service team supporting assigned customers.

Enable, Empower, Engage, and Lead:

• Provide daily guidance on customer service professionals' activities, along with scheduled team and individual performance updates on customer results, goal achievement, and process updates.
• Develop and maintain a solid understanding of team strengths and development needs, engaging in regular conversations about progress in both areas.
• Promote and coach a self-managed environment that encourages decision-making, participation, and innovation within the team.

Order Management and Forecasting:

• Enter orders: review correct lead time, pricing, and PO revision requirements; download orders from email or customer portal as required.
• Update forecast: access customer portals weekly or convert emailed information into the appropriate format for forecast updates.
• Ensure forecast excludes firm period (four weeks) and check that the current revision of the part number is used.
• Track POs that cannot be entered due to missing pricing or inactive part numbers; follow up weekly with the responsible department.
• Review urgent part numbers daily and include in sales notifications if materials are available.
• Request changes or updates in dates, pricing, or revisions through customer portal or email when required.
• Gather and organize the shortages list and follow up with the purchasing department for expected arrival dates.
• Generate reports with requested information, mainly order status reviews.
• Verify that orders and customer forecasts align with captured data.
• Evaluate and analyze customer forecasts.

Verbal Skills:

• Fluent in English – written and spoken
• Ability to communicate effectively with colleagues across the organization
• Ability to generate reports and procedure manuals
• Ability to effectively present information and respond to questions from management, employees, and customers

Mathematical Skills:

• Mathematical skills for efficiency calculations, consumption, response times, capacity, cycle time, financial calculations, etc.
• Mathematical ability for problem-solving and data analysis

Reasoning Ability:

• Deductive reasoning capability
• Ability to organize thoughts and priorities under significant pressure
• Must be able to reason and solve problems based on technical understanding of needs and procedures
• Ability to define problems and draw valid conclusions
• Ability to interpret a wide variety of technical instructions and handle both abstract and concrete variables
• Commercial insight
• Effective communication

Computer Skills:

• Proficient in Microsoft Office software
• ERP
• Oracle
• Minitab

CVG IS AN EQUAL OPPORTUNITY EMPLOYER

Commercial Vehicle Group, Inc (CVG) is an equal employment opportunity employer such that all qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, sexual orientation, gender identity/expression, national origin, disability, or protected veteran status.

Visa Sponsorship

Commercial Vehicle Group, Inc (CVG) does provide sponsorship for employment visa status based on business need. However, for this role, applicants must be currently authorized to work in the country of the job posting location on a full-time basis.

No Unauthorized Referrals from Recruiters & Vendors

Please note that Commercial Vehicle Group, Inc (CVG) and any of its affiliated companies does not seek or accept unsolicited resumes or offers from third party recruiters or staffing agencies associated with any published or unpublished employment opportunities. Any unsolicited information sent to CVG will be considered as unencumbered and free from any fee or charge whatsoever. Only members of our Human Resources Team have the authority to engage or authorize recruiting services, which must be agreed upon before any resume or offer is received.

Career Scam Disclaimer

Commercial Vehicle Group (CVG) makes no representations or guarantees regarding employment opportunities listed on any third-party website. To protect against career scams, job applicants should take the necessary precautions when interviewing for and accepting employment positions allegedly offered by CVG. Applicants should never provide their national ID numbers, birth dates, credit card numbers, bank account information or other private information when communicating with prospective employers or responding to employment opportunities online. Job applicants are invited to contact CVG through CVG's website to verify the authenticity of any employment opportunities.