Customer Service Manager
Bodycote offers:
- Paid holidays and paid time off.
- 401k match, Medical, Dental, and Vision Plans for employees and families.
- Ability to work full-time, 40 hours per week.
- 8:00 am – 4:30 pm, Monday through Friday.
- Must pass a pre-employment drug screen and basic physical.
Our people are the heart of our business. As the world’s largest provider of thermal processing services, Bodycote employs thousands of highly skilled staff around the globe, including some of the best engineers, scientists, and technicians in the industry. Come join our team!
Due to the nature of our business and a heavy industrial market, Bodycote deems this position to be safety-sensitive.
Position Summary:
Based in Grand Rapids, MI, the Customer Service Manager will perform essential job functions associated with heat treatment under the direction of the General Manager to meet customer specifications, including assisting other employees as needed.
Essential Job Functions (Duties and Responsibilities): The primary duties consist of, but are not limited to, the following.
- Supervises the customer service and shipping/receiving departments.
- Responds to identified customer issues and requests for special handling, services, quotes, and inquiries.
- Responsible for review of customer purchase orders with respect to pricing, etc.
- Responsible for updating customers with job status.
- Coordinates and expedites outside processing to meet customers' delivery requirements.
- Coordinates commitments made to customers to ensure timely deliveries, working closely with the production, quality, and senior management.
- Recommends changes that will improve the accuracy of the projected delivery of parts.
- Interfaces closely with the division Metallurgist, Sales, and Quality Manager during the quotation process regarding facilities and capabilities.
- Assists the General Manager in obtaining settlements of customer claims and assists the Quality Manager in coordinating reworks.
- Responsible for training and supervising order entry personnel.
- Participates in staff meetings.
- Must work in a manner consistent with the EMS.
- May have access to proprietary and third-party information necessary to the business, and as such will perform duties in an ethical and professional manner.
- Performs other duties as dictated by position or required by the General Manager.
- Must have the ability to report for work on time, follow directions, interact effectively with co-workers, understand and follow rules and procedures, and accept constructive criticism.
Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- This position must satisfy ITAR compliance requirements; therefore, candidates must be U.S. Citizens or Permanent Resident cardholders.
- Bachelor of Science Degree or High school diploma with equivalent work experience.
- Must possess general metallurgical knowledge obtained through formal university education or experience and training, and be capable of reading and interpreting blueprints.
- Requires broad experience, 5 years minimum, and practical knowledge of commercial heat treatment of aerospace alloys, including steel, titanium, nickel, aluminum, brass, copper, etc.
- Must have a minimum of 5 years supervisory experience.
- Requires thorough knowledge of the Company’s capabilities, equipment availability, and special processing requirements. Should also be familiar with other Bodycote operations.
- Must be capable of providing customers with accurate prices of work to be performed, by reviewing blueprints and estimating the time required to fixture and heat treat parts.
- Language Skills: Must be able to communicate effectively orally and in writing.
- Requires effective communication skills for interfacing with top management levels, shop supervision, and customers.
- Must be thoroughly familiar with commercial, aerospace, ASM, ASME, and military specifications.
- Requires the ability to instill confidence in customers through an understanding of needs and maintain a high level of credibility.
- Must be tactful, diplomatic, and patient when handling customer complaints.
- Knowledge of computer applications is required.
- Must have the ability to report for work on time, follow directions, interact effectively with co-workers, understand and follow rules and procedures, and accept constructive criticism.
- Must demonstrate the ability to read, write, and communicate in the English language.
- May have access to compensation information of other employees or applicants in this role, and as such, cannot disclose the pay of other employees or applicants to other individuals.
- Knowledge and hands-on experience of computer applications, including Microsoft Office and databases, is required.
Physical & Mental Demands: The following physical and mental demands consist of, but are not limited to, the following.
- Must be able to work in a sitting position for extended periods (at desk, while driving, and/or on airplane travel) in an office/industrial environment.
- Manual dexterity to perform data entry functions.
- Ability to bend, pull, stoop, and reach to perform functions.
- Ability to lift 25-30 lbs.
- May be exposed to heat, fumes, noise, and humidity, etc.
- Must have the cognitive and mental capacity to perform essential job functions.
- Must be able to communicate effectively orally and in writing.
- Visual acuity to read documents, computer screens, files, etc.
- Ability to hear in person and via phone.
The statements herein are intended to describe the general nature and levels of the work performed by employees, but are not a complete list of responsibilities, duties, and skills required of personnel so classified. Furthermore, the job description does not constitute a written or implied contract for employment. Bodycote reserves the right to revise or change job duties and responsibilities as the need arises.
Bodycote is an Equal Opportunity Employer and does not discriminate against current and prospective employees based on race, religious creed, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, age for individuals over forty years of age, military and veteran status, sexual orientation, or any other basis protected by applicable federal, state and local laws.
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