CUSTOMER SUPPORT MANAGER (CSM)
$50,000–$65,000 year
On-siteVienna, Ohio, United States
Job Summary
Manage day-to-day customer interactions and retention while supporting regional and national sales teams to meet and exceed goals. Handle incoming calls and emails from current and prospective customers, field inquiries, and enter data into Salesforce. Process customer purchase orders, verify and process orders, and establish new customers with appropriate credit levels. Collaborate with internal departments and vendors to resolve discrepancies, request pricing, and schedule loads for production facilities. Maintain inventory items, analyze buying patterns to identify order lapses, and proactively contact customers for advance order planning. Perform other duties as assigned.
Required Qualifications
- HS diploma or equivalent
- Bachelor's degree preferred
- Microsoft Office Suite
- Proven experience in a customer support role
- Strong understanding of customer service principles and practices
- Ability to physically move around the office and manufacturing plant environment
- Ability to hear, speak and sit up to 8 hours per day
- Ability to use hands and fingers to handle or feel
- Ability to stand, walk and reach with hands and arms
- Specific vision abilities including close and distant vision
Desired Qualifications
- Basic understanding of product knowledge
- Ability to utilize Salesforce Software to provide quotes to customers
- Enter costing forms for new and updated packaging designs
- Ability to conform and adapt to core values and culture
- Succinct and clear written and oral communicational skills in English
- Detail-oriented
- Strong math skills
- Analytical and problem-solving skills
- Project management and multitasking capability
- Strong organizational skills
- Exemplary computer skills (Microsoft Office, web research)
- Professional demeanor
- Personable, presentable, articulate
- Open, cooperative, enthusiastic
- Self-directed with exceptional initiative
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