Customer Service Manager

Carpenter Technology Corporation is a leading producer and distributor of premium specialty alloys, including titanium alloys, nickel and cobalt based superalloys, stainless steels, alloy steels and tool steels.
Carpenter Technology's high-performance materials and advanced process solutions are an integral part of critical applications used within the aerospace, transportation, medical and energy markets, among other markets.
Building on its history of innovation, Carpenter Technology's wrought and powder technology capabilities support a range of next-generation products and manufacturing techniques, including novel magnetic materials and additive manufacturing.
Carpenter's - Latrobe Specialty Metals Distribution (LSD) operations, based in Vienna, Ohio, serves North America's tooling customers with the broadest range of products, the most extensive value-added services, and unmatched metallurgical expertise in the industry.
With several locations in the US and Canada, LSD inventories more than 60 specialty alloys for some of the most demanding applications.
Extensive value-added capabilities include production sawing, CNC high-speed precision sawing, CNC lathe turning, milling, grinding, heat treating, and hollow boring.
CUSTOMER SERVICE MANAGER LOCATION: Vienna, OH The Customer Service Manager will .
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be responsible for people and functional leadership of a customer service team that supports an area of the SAO Business defined as multiple brands (Carpenter and/or Latrobe), with sales responsibility for multiple product forms (FBB, Bar, Strip, Wire).
Lead improvement in the effectiveness and efficiency of the customer service team through management of key performance indicators (e.
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quote response times and follow up, target hit rate improvements, order entry accuracy and timeliness, low to zero claim and correction rates) to improve customer satisfaction and sales support of market share gains and growth strategy execution.
Participate in root cause analysis efforts to support continuous improvement and minimize customer disruption (claims, corrections, corrective action reports, productivity challenges, process inefficiencies).
Working with other functions (Planning, Business Unit(s), Finance, Technical and Quality), conduct weekly review of held and unscheduled orders to resolve delays in order to support achievement of the short-term forecast (monthly shipments) and annual operating plan.
Identify operational improvement opportunities in their area of responsibility and develops and implements solutions in collaboration with the Manager - Commercial Quality Assurance and/or Manager - Process Improvement & Training.
Leads initiatives with other functional areas including Planning, Business Units, Sales and Quality in order to improve inter-functional processes, customer satisfaction and operational excellence.
Provide leadership to customer service staff in daily problem resolution such as delivery issues, system challenges, customer order requirements, material need requirements (late orders, quality problems, inventory levels) and internal organizational navigation to mitigate risk and customer dissatisfaction.
Foster a positive work environment that is team-oriented, customer focused and quality driven.
Lead staff in a sales team environment in which Customer Service partners with Outside Sales to ensure achievement of territory map growth strategies.
Manage re-engineering of team resources to meet changing organizational and business needs through account re-assignments and redistribution of work when necessary.
Ensure daily work requirements are met (entry of orders received within same day, timely submittal of quotes and review of their daily activity reports to identify and resolve issues with their customer base).
Take ownership of talent selection, growth and development succession planning and ongoing departmental performance management by providing strong leadership, performance feedback and coaching.
Responsible for communicating key departmental metrics, current performance and improvement initiatives to customer service team in order to increase awareness and quality of work.
Develop materials to communicate initiatives, requirements and process changes to their assigned customer service team, Business Units and Outside Sales.
Accountable for the adherence to departmental processes and the compliance with corporate and regulatory guidelines as well as customer service best practices.
Perform all other duties and special projects as assigned.
Requirements for the Customer Service Manager Four-year college degree required.
5+ years of management experience in a customer service / sales environment.
Working knowledge of MS Office, including Outlook, Word, Excel and Powerpoint.
Requires excellent written and verbal communication skills, mature interpersonal skills, problem solving skills and proven commitment to operational and customer service excellence.
Previous experience setting priorities for employees to meet daily deadlines and develop plans to meet short-term objectives.
Experience leading others and to effectively manage individual employee performance as well as training and developing other professionals.
Ability to organize, prioritize and follow up on tasks and use good business judgment and decision making.
Ideal candidate will be results oriented with the ability to consistently perform in a fast-pace and frequently changing work environment.
Carpenter Technology Company offers a competitive salary and a comprehensive benefits package including life, medical, dental, vision, flexible spending accounts, disability coverage, 401k with company contributions as well as many other options to employees.
Carpenter Technology Corporation's policy is to fully and effectively maintain a program of equal employment opportunity and nondiscrimination for all employees, to employ affirmative action for all protected classes, and to recruit and develop the best qualified persons available regardless of age, race, color, religion, sex, gender identity, sexual orientation, marital status, national origin, political affiliation or any other characteristic protected by law.
The Company also will recruit, develop and provide opportunities for qualified persons with disabilities and protected veterans.