Customer Service Manager

Company: PrideStaff
Location: Fremont
Posted on: May 10, 2022

Job Description:

Job Description Our Client located in Fremont is searching for an Customer Program Manager to join their emerging team. You will play a key role in ensuring customers--- needs are met as efficiently as possible. Why would you want to join this company? A Fortune 100 company who has been voted as one of the Bay Areas--- top 10 best places to work Is NOT experiencing supply chain issues like other companies due to proactive processes An established company that is growing rapidly What---s in it for you? Implement process improvements by working cross-functionally New position- able to pave the way and make it your own Growth opportunities PRIMARY PURPOSE The primary purpose of the Customer Program Manager (CPM) is to manage customer expectations by world-class management of their portal and dashboard. The CPM monitors customer demand signals through weekly management of reports and data. The CPM is responsible for managing the Customer Service Specialists supporting the customer and aligning the team---s activities to achieve KPIs, meet customer expectations and monitor customer report card elements. The CPM develops tools and processes to proactively identify gaps between demand & supply plans and develops action plans to address those gaps. They monitor quotation responsiveness and product margins, and drive process improvements thereby minimizing customer escalations and disappointments. DUTIES AND RESPONSIBILITIES --Ensure portal health and leverage portal intelligence to anticipate customer---s needs and proactively drive for solutions in advance of customer notifications. Manage Customer Service Team and lead a cross-functional Customer Support Team (includes Estimation, and Engineering) to minimize escalations, resolve those that do occur within 24 hours and deliver on the customer---s Need Dates for all global fulfillment strategies. Manage communication of second-level escalation status with customer. Manage consignment and freestock programs to ensure customer inventories meet demand in ramp up, steady state, and a ramp down environments. Manage Lead Times by Global Fulfillment Strategy (GFS) and update Portal on regular basis Monitor Build-to-Order (BTO) Margin and ensure that it meets company expectations, and communicates with the Sales team when there is a discrepancy Align activities to support company vision, mission, values, strategies, and goals. Adapt to changes in circumstances, direction, strategy, and work environment. Develop yourself through external and internal training, continuing education, and job rotation, wherever relevant. WORK EXPERIENCE Required: 1 year in a Customer Service (or similar experience) role; 5 years preferred. Preferred: Manufacturing industry experience Management or leadership experience SKILLS & COMPETENCIES Analytical thinking. Ability to recognize data trends and relate them to the needs of the business. Prioritization. Ability to set priorities and balance the needs of competing demands on the team---s time Effective Communication. Ability to communicate effectively and professionally with associates from diverse backgrounds, at all levels of management and functional areas, and with a variety of customers Possess a growth mindset. An attitude that always seeks opportunities to learn and transform challenges and conflicts into creative solutions. Problem-Solving. Ability to identify process deficiencies and develop appropriate solutions using analysis and critical thinking EDUCATION & CERTIFICATIONS --Required: Bachelor's degree (B.A./B.S.) from four-year college or university; or equivalent combination of education and experience (required) Company Description Partner with PrideStaff where we work for you PrideStaff is a national staffing organization with branches across the U.S. and each office locally-owned and plugged into the community. We get to know you and proactively advocate on your behalf with leading employers. Our goal is to see you succeed We are devoted to executing our mission statement, "Consistently provide client experiences focused on what they value most."

Keywords: PrideStaff, Fremont , Customer Service Manager, Hospitality & Tourism , Fremont, California