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JOB SUMMARY:
Performs a wide variety of duties to direct, control, and coordinate customer service functions, including large quotations, order processing, credit adjustments, parts warehousing, field service, national accounts program, and all merchandising, under the direction of the president.
ESSENTIAL FUNCTIONS:
Performs or supervises, through subordinate supervisors, all functions of customer service. Develops and maintains an effective department through proper selection, training, and assignment of personnel. Evaluates, promotes, terminates employees, and recommends promotions and increases. Maintains good employee relations. Assists subordinates in day-to-day problems and personal counseling.
Regularly reviews the progress of work in the department-that questions have been answered, decisions have been acted upon, and problems have been resolved. Directs meetings to resolve such things as problem accounts and quality problems. Responsible for coordination of schedule changes with salespeople, customers, and company departments, for the timely shipment of products according to customer requirements. Provides field technical services to customers in compliance with contract requirements, including installation and maintenance training sessions. Handles customer correspondence, complaints, and inquiries, especially on major accounts, and with the executive level of all accounts. Directs the trade allowance program. Personally evaluates merchandise, decides on disposition, selling price, finds buyers, arranges transportation, collects money. Directs "merchandising" pricing, establishes guidelines. Directs all national account activity. According to committee decision, implements and administers all national account programs and policies.
ADDITIONAL RESPONSIBILITIES:
Performs other similar or related duties as necessary.
JOB QUALIFICATIONS:
Thorough product knowledge. Full understanding of customer service philosophy and procedures of the company.
Ability to be persuasive with customers, keeping "customer satisfaction" as a guiding factor. Ability to motivate staff and deal effectively with performance problems.
