Job Description
Title: Customer Service Manager, Europe
Location: Newcastle upon Tyne, UK
ABOUT THE COMPANY
IPS Adhesives is a global supplier of adhesive and related solutions to a wide variety of markets. For over 65 years, IPS Adhesives has invested in product innovation, that provides specialized bonding solutions that are shaping the future of leading edge assembly and construction design. Our brands are trusted worldwide by kitchen, bedroom and bathroom fitters, sign and display assembly operations, structural partners working in transportation, construction, boat building and more. Through these innovative performance and environmentally conscious-led solutions, we believe we can also help improve the lives of people working in these industries for generations to come.
IPS Adhesives wants to Inspire its People to Succeed by engaging dynamic, collaborative and safety conscious team members to join our growing business. We are looking for a talented, “act-like-an-owner” team member to help drive our business, starting with the voice of the customer and closing with extraordinary service and value.
For more information visit www.ipsadhesives.com.
SUMMARY
This position leads the customer service team to deliver excellence in our customer experience. It reports to the VP Strategic Growth and Customer Experience and is based in Durham, NC.
It is both a manager role as well as a do-er role:
- Manages the team of Customer service representatives in the region: team representation and people management including goal setting, performance management, personal development plans, department strategy and continuous improvement plan
- Represents the company in front of the customer and as such both support the commercial strategy implementation as well as get and communicate customer needs and feed-back to internal functions as needed.
- Executes general customer support duties, handling incoming orders, customer inquiries related to pricing, current orders and order status, lot numbers, shipping and quality issues. The work involves the execution of specific instructions and procedures in the ERP E1 system or in Salesforce, and typically comprises order processing, order acknowledgement, and shipping confirmation. The position requires continual, proactive communication and coordination with customers, sales, production/scheduling and Quality Control departments.
- Acts as main focal point for positive customer experience through: Promptness, Politeness, Professionalism and Personalization. The quality of work and customer service affects the quality, internal and external customer satisfaction, and on-time delivery.
IPS Adhesives is a long-standing successful adhesives manufacturer that offers an extensive range of adhesive technologies in the Marine, Transportation, Building Construction, Quartz Surfacing, and Product Assembly markets. Our cutting-edge formulations of methacrylate adhesives are unrivaled for their combination of strength, toughness and ease of use. IPS Adhesives is a division of IPS Corporation headquartered in California, with operations throughout the United States, UK, and China, with a worldwide network of sales representatives and distributors.
ESSENTIAL JOB FUNCTIONS & DUTIES
Team Manager
- Represent the team in the regional management team, as well as in the global customer service team. Bring the voice of the customer in the wider organization, including by active participation to the daily management walk in the plant (managing customer service metrics)
- Manage local and remote staff: goal setting, performance management, personal development plans, daily coaching and support, etc.
- Follow all safety guidelines for a safe work environment. Report any unsafe working conditions or behaviors to the appropriate safety manager and/or supervisor
- Prepare sales and usage reports for customers, as needed by the commercial team.
- Support IPSA sales forecast and actively participate to S&OP (Sales & Operation Planning) by bringing customer demands and reality of the customer’s expectations. Support operation planning team by bringing priorities on customer demands and required shipments. Obtain shipment plan to inform the Customer Service Representatives of any gap to On-Time deliveries or supply constraints so that they can manage customer information
- Lead and promote IPSA culture of continuous improvement using IPS Corporation Business Systems, particularly in the area of order entry and credit management
- Create a positive, motivating environment for supporting our customers
- Review and follow all Customer Service ISO procedures in the IPS Adhesives Quality Manual to secure Commercial Excellence and Compliance
Customer Management
- Receive incoming telephone calls and Emails and return to customers and colleagues promptly
- Inquiries:
- Respond to inquiries about pricing, order status, lot numbers, product availability on the same day the inquiry is received. If an inquiry comes in after 4:00 PM EST, a response to the customer should occur the first thing the following business morning.
- Field customer inquiries and when specific technical product information is requested by the customer, pass along to the appropriate technical services team (Assembly Adhesives inquiries go to the technical team in California, Structural and Arjay inquiries go to the technical service team in Durham)
- Claims:
- Receive and log customer complaints, communicate complaints/inquiries to the appropriate RSM (regional sales manager) and internal QESH (quality, environmental, safety, and health) group to handle
- Resolves product or service problems by clarifying the customer's complaint, determining the cause of the problem; selecting and explaining the best solution to solve the problem, expediting correction or adjustment, following up to ensure resolution.
- New customers: Submits new account forms to Accounting department for account set up; proactively follows up on getting new account set up in a timely manner and communicates new account set up completion to the appropriate RSM.
- Proactively communicate and enforce key Business Service Standards (BSS) and any changes (Lead time, Minimum order quantities, General Terms & Conditions, Pricing, …) as required by Account managers. Support company communication to customers.
- Prepare sales and usage reports and any specific customer report required by customer and approved by the commercial team.
Order Management
- Order entry the same day of order receipt; order acknowledgements to customers within 24 hours of receipt of the purchase order
- Prepare customer manifests etc. as needed
- Process sample orders and follow up with the RSM to communicate shipment information.
- Prioritize and track sample delivery to new customers
- Issue Return Materials Authorization (RMA) and ensure that proper DOA (delegation of authority) is followed for RMA approval. Process and provide credit memos to customers related to approved RMAs
- Process credit memos for Sales Goodwill; provide credit memos to customers
- Coordinate and communicate customer delivery time slots and collections.
Other
- All other duties as assigned.
REQUIREMENTS
- Experience
- Bachelor degree in relevant field or equivalent experience
- 5 years prior experience in Customer Service in B2B
- 2 years experience in people management
- 1 year experience in industrial environment with technical products
- General Skills
- Positive attitude with customer focus and ability to get Voice-Of-Customer
- Promptness, Politeness, Professionalism and Personalization
- Quality Focus, Problem Solving, Documentation Skills, Listening, Phone Skills, Resolving Conflict, Analyzing Information, Multi-tasking
- Ability to manage a remote and diverse team
- Communication Skills
- Excellent oral & written communication skills in English. Spanish language skills would be a plus
- Computer Skills
- Working knowledge of Microsoft Office (Outlook, Excel, Word, Power Point)
- Ability to work on Excel pivot tables and conduct and present sales/customer data analysis
- Knowledge & familiarity with ERP systems like SAP, AS400; JDE E1 system experience preferred
WORK ENVIRONMENT
- Office (Temperature Controlled)