Customer Satisfaction Manager - Greenville
At Morgan Advanced Materials , our rich history and dedication to innovation define who we are. Since our establishment in the UK in 1856, we have expanded globally, now operating across 70 sites in 18 countries. Our goal is to create a more sustainable world and enhance quality of life. We actively pursue this purpose through the development and production of advanced materials.
Within our business unit, we specialise in innovating cutting-edge carbon, graphite, and carbide products that deliver outstanding performance. We use our expertise to tackle complex challenges across many diverse industries to provide effective solutions for our valued customers.
Our products are shaping a better future; from enabling electric cars to charge faster and drive longer distances to maximising the operational efficiency of wind turbines. We are proud to help generate power for billions of people, deliver water to drought-stricken regions, improve the efficiency of industrial pumps, and protect lives both on the land and in the air.
Responsibilities
Job Purpose
• Lead a team of customer service representatives across multiple locations (sites and homeoffice)
• Responsible for training, coaching, and mentoring direct reports to ensure Electrical Carbon is providing the best customer service possible
• Represents company to external and internal customers, answers product-related questions, traces shipments, interprets and clarifies customer orders for the shipping department, manages customer’s portals, confers with Finance regarding customer credits, and identifies quality assurance complaints
• Through effective leadership, motivation and coaching assures the attainment of both service and operational key performance indicators
• Achieve sales and customer support targets
• Create efficiencies in the receiving, processing and delivery of orders to customers
• Resolve customer queries and complaints in the best possible way and in the shortest amount of time
• Ensure quotes are provided to customers and orders are processed with zero errors
Essential Duties And Responsibilities
Include the following:
• Train, supervise and coach the team
• Provide support for top customers as assigned
• Interacts with customers and sales to ensure customer needs are being met
• Analyze and report on team performance metrics
• Serve as a point of escalation for customer issues
• Identify, recommend, and implement process improvement to drive efficiencies, reduce expenses and improve the customer experience
• Prepare monthly sales report, keeping an up-to-date (updated at least monthly) sales plan for each assigned Market Segment, with short, medium and long-term objectives and actions to achieve target
• Answer customer queries and provide quotes
• Analyze sales and provide guidance to the team on achieving the sales targets
• Process transactions, enter orders and raise invoices
• Ensure all sales and inventory are being recorded accurately
• Engage with customers by telephone or e-mail to provide information about products, manage accounts, set up meetings or obtain details of a query / complaint
• Monitor the records of customer interaction, transaction and satisfaction information
• Analyze customer-related information, using it to create customer-oriented actions and solutions
• Manage the end-to-end customer order process, identifying improvements to increase efficiency where possible
• Share sales-related or market information with the team, periodically checking the accuracy of information being provided to customers
• Oversee and support the handling of customer complaints
• The above is not intended to be an exhaustive list of all duties and responsibilities required. Other duties may be assigned
Talent management:
• Attracts, develops, manages, and retains critical and diverse talent
• Ensure consistent knowledge base and customer focus of direct reports
• Provides coaching, feedback and support, and shares best practices to enable high performance
• Conduct ongoing coaching/mentoring/training activities
• Manage PTO, overtime and timecard entry
• Develops and distributes reports that track and measure performance
• Coordinates allocation of resources to meet peak demands
• Differentiates and recognizes outstanding performance and deals constructively with poor performance
• Promotes and ensures a positive work environment
Person Specification
Education & Acquired Knowledge: What does the role holder need to know?
• Knowledge of sales techniques: knowing about different ways of selling, sales models, account management approaches, account planning methods, pricing structures etc.
• Knowledge of Morgan products: features, benefits, and how customers use them to support their own businesses
Experience: What does the role holder need to be familiar with?
• Working with customers: experience of discovering customer needs and developing customer relationships, evaluating and improving customer satisfaction
• Channel Management: experience of managing distributors and agents, where the relationship to the end customer is indirect
• Previous people leadership experience
• Ability to work remotely, using a variety of programs, such as Teams
• Ability to work with multiple contact people and language team members
• Spanish Bilingual abilities are a plus
Technology & Systems: What tools does the role holder use?
• Client Relationship Management platforms
• Data base user interface and query software
Qualifications
Morgan Advanced Materials is an EEO/AA/M/W/D/V Employer Ind-1
Glass, Ceramics and Concrete Manufacturing
Other
Full-time