Customer & Sales Support Manager in Novi at BrassCraft Manufacturing

Date Posted: 2/9/2018

Job Snapshot

Job Description

POSITION SUMMARY:

Plans, directs, and coordinates the daily activities of the organization's customer and sales support function, by performing the following duties personally or through subordinates to ensure our customers receive the best sales service possible.


PRINCIPAL FUNCTIONAL RESPONSIBILITIES:

  • Strives to provide customers with efficient and courteous service, while upholding company requirements
  • Is able to work cross functionally, and acts as a liaison between customers, internal stakeholders, as well as external rep agencies
  • Develops and implements customer service policies and procedures; and ensures employees are trained to carry out the responsibilities
  • Defines and communicates customer service standards to internal and external stakeholders
  • Directs the daily operations of the customer and sales support team
  • Is responsible for making staffing decisions, and supports Brasscraft’s Performance Management Process, the establishment of individual performance objectives and development plans
  • Coordinates and manages customer and sales support projects and initiatives
  • Identifies and implements strategies to improve processes and quality of service, while increasing productivity and profitability
  • Handles complex and escalated customer service issues
  • Able to travel up to 15%+
  • Performs other related duties as needed and assigned

ESSENTIAL QUALIFICATIONS & SKILLS:

  • Bachelor’s Degree in Business Management or related field; or equivalent work experience
  • 5+ years of experience in Customer and Sales Support or related field
  • Two years of management experience
  • Is able to lead staff to achieve maximum results while maintaining a positive work environment
  • Excellent interpersonal and communication skills; and demonstrated successful ability to build positive partnerships, while working collaboratively with cross-functional business teams
  • Demonstrated successful ability to organize and prioritize work to ensure timely deadlines
  • Advanced computer skills required including Microsoft Office Suite

PREFERRED QUALIFICATIONS & SKILLS:

  • Familiarity with the plumbing industry and products