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Customer Service Manager

Company: Pro Mach Inc
Location: Rocky Mount
Posted on: September 22, 2022

Job Description:

ProMach is a family of best-in-class packaging solution brands serving manufacturers of all sizes and geographies in the food, beverage, pharmaceutical, personal care, and household and industrial goods industries. ProMach brands operate across the entire packaging spectrum: filling and capping, flexibles, pharma, product handling, labeling, and coding, and end of line. ProMach also provides Performance Services including integrated solutions, design/build, engineering services, and productivity software to optimize packaging line design and deliver maximum uptime.

ProMach designs, manufactures, integrates, and supports the most sophisticated and advanced packaging solutions in the global marketplace. Its diverse customer base, from Fortune 500 companies to smaller, privately held businesses worldwide, depends on reliable, flexible, technologically advanced equipment and integrated solutions. ProMach is headquartered near Cincinnati, Ohio, with manufacturing facilities and offices throughout North America, Europe, South America, and Asia. For more information about ProMach, visit http://www.ProMachBuilt.com.

Ossid, based in Rocky Mount, NC, is a manufacturer of high-speed tray packaging, weigh/price labeling equipment and form fill seal packaging solutions. Ossid provides solutions across numerous markets, including fresh and processed meats, medical devices, convenience foods and consumer goods.

Summary of Job:

We are looking for a detail-oriented service manager to manage our service department and handle customer service interactions, reports, and repairs. The service manager's responsibilities include providing the highest level of customer service, developing lasting customer relationships, and managing the service team members.

To be successful as a service manager, you should display a strong sales-minded attitude as well as excellent leadership skills. You should also have the ability to develop and maintain strong, positive relationships with customers and internal support staff.

Job Responsibilities:

Delegate and direct service tasks, monitoring the progress of current projects, and managing service team members to ensure the team's objectives and sales goals are met

* Handle customer complaints or concerns quickly and professionally to maintain good customer relationships and ensure repeat customers
* Assist with or perform administrative tasks, such as managing and updating invoices, processing new orders, and tracking inventory
* Set up and maintain a service call center and evaluate its efficiency
* Resolve service desk problems and improve service methods to increase the service desk's productivity and customer service
* Monitor department issues and client complaints to create methods to lessen recurring issues
* Auditing work and customer service to ensure the company's high standards, efficiency, and productivity goals are met
* Maintain strong relationships with manufacturers, dealers, and sales representatives
* Responsible for training new service employees in company procedures
* Collect telephone, email and/or internet inquiries from customers
* Works with management on sales strategies and initiatives to ensure the program directly reflects the overall strategic plan of the company
* Prepares periodic reports for management as necessary or requested
* Complete any projects assigned by the Ossid Leadership Team and other support functions that may arise as staffing requirements and business evolution dictates
* Provide support and assistance to fellow team members/departments as needed to meet company/team goals
* Maintain a strong working knowledge of industry regulations, restrictions, and laws, ensuring the company's adherence to these regulations, and remaining current on the industry's standards and new innovations, materials, tools, and processes

Job Requirements:

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, skill and ability required.

* At least 3 to 5 years of sales support or customer service experience
* Excellent customer service skills (friendly, courteous, and helpful), leadership and communication skills.
* A bachelor's degree in business, administration, or related field
* Management experience preferred
* Strong industry knowledge
* Strong work ethic and desire to succeed
* Ability to read and interpret documents such as drawings, specifications, parts lists, etc.
* Ability to efficiently organize and manage multiple priorities
* Must possess computer proficiency including e-mail, Microsoft Word, and Microsoft Excel
* Must be able to convey valuable information to the higher officials and should be polite and well mannered
* Willingness to work alone or as a team

Computer literacy and good organizational skills

* Strong creative thinking and problem-solving skills
* The ability to work under pressure and handle stress

Benefits:

Salary is only a part of a well-developed compensation program. As a Pro Mach employee, you receive more than just a paycheck. Total compensation includes your pay (base salary), very comprehensive medical/dental programs as well as life insurance, a generous paid time off program, a retirement savings plan with a company match and a wellness program. There is no waiting period for benefits - you are eligible on your first day of employment.

Pro Mach is an Equal Opportunity Employer. Pro Mach complies with all states mandating the use of E-Verify to verify employment eligibility of new hires to work in the United States. Pro Mach is a drug-free workplace.

#OSSID

Keywords: Pro Mach Inc, Rocky Mount , Customer Service Manager, Executive , Rocky Mount, North Carolina

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