Manager, Customer Service
On-siteHudson, New Hampshire, United States
Job Summary
Direct and oversee customer service and order administration operations as the primary interface between kSARIA's customers and internal teams post-contract initiation. Field incoming requests for order and contract status via correspondence and telephone, then enter and oversee customer orders while confirming receipt and delivery dates. Draft, implement, and execute policies to facilitate a quality experience, establish performance metrics, and manage various customer portals for incoming orders. Monitor and complete all representations and certifications required by customers, working with internal functional managers to develop cohesive responses to order status inquiries, changes, and schedule expedites. Effectively manage the contract review and sign-off process, ensuring strict attention to detail to close out actions and maintain customer satisfaction.
Required Qualifications
- Ability to work independently
- Highly professional verbal, writing and interpersonal skills
- Exceptional collaboration skills
- Extremely tenacious and relentless to closeout customer required actions as effectively and expeditiously as possible
- Comfortable with exposure to highly confidential information
- Willingness to learn other software tools to continue to progress professionally
- Previous experience in a high-level Customer Success role
- Highly professional and mature attitude
- Extremely organized with high attention to detail
- US Person required for DoD work
- Onsite position
Desired Qualifications
- Willing, enthusiastic, and proactive in taking on tasks of any nature to balance the workload of others throughout the organization. Willingness to be the customer's 'champion' inside the organization.
- Strong Excel, Word, PowerPoint and Microsoft Office skills
- Experience with ERP systems in a manufacturing environment preferred (in particular, job shop or contract manufacturing experience)
- Experience and familiarity in US government contracting FAR requirements and business terms and conditions preferred
- College degree with a technical discipline or equivalent experience preferred
- Limited travel required to sync up with other kSARIA divisions to ensure uniform customer experiences
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