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Customer Service Assistant Manager

Summary - Assists the Customer Service Manager with coordinating the activities of Customer Service Team in handling service orders and telephone contact with customers.

Essential Duties and Responsibilities

  • Assist the Customer Service Manager as needed to monitor service calls and observe employee performance, technical accuracy, and conformity to company policies.
  • Coordinate the purchase, tracking and reporting of Machine Down and back-order parts.  Follow-up on fulfillment problems as necessary.
  • Work with dealers on customer service problems or questions.  Recommends corrective services to adjust customer complaints.
  • Monitor and distribute monthly reports on parts sales activity.
  • Key information into computer to compile work volume statistics for accounting purposes and to keep records of customer service requests and complaints.

Supervisory Responsibilities

  • Assist the Customer Service Manager as needed with the day-to-day supervision of the Customer Service Team.

Competencies

  • Customer Service - Manages difficult or emotional customer situations; responds promptly to customer needs; solicits customer feedback to improve service; responds to requests for service and assistance.  Meets commitments.
  • Team work - Gives and welcomes feedback; contributes to building a positive team spirit
  • Managing people - Improves processes, products and services.
  • Organizational Support - Follows policies and procedures; supports organizations goals and values.

Education and/or Experience

  • Minimum of five (5) to seven (7) years related experience and/or training; or equivalent combination of education and experience.  A bachelor's or associate's degree a plus.
  • Ability to read and comprehend simple instructions, short correspondence, and memos.  Ability to write simple correspondence.  Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.
  • Ability to add and subtract two digit numbers and to multiply and divide with 10's and 100's.  Ability to perform these operations using units of American money and weight measurements, volume and distance. 
  • Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.  Ability to deal with problems involving several concrete variables in standardized situations.
  • Knowledge of Inventory software and Microsoft Word, Excel and Access software.

Physical Demands

  • The employee is regularly required to talk or hear.  The employee is occasionally required to stand, walk, sit, use hands, reach with arms and hands.  The employee must occasionally lift and/or move up to 25 pounds.  Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.
  • The work environment is usually quiet.

Benefits

  • Weekly pay, medical, dental, vision, holiday pay, vacation pay, sick pay, 401k and tuition assistance.
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