Customer Service Manager

At Winchester Interconnect, we dream big, have fun, and get stuff done!

Our mission is to be the best Interconnect company in the world, the best company to work for, and the best company to do business with. How do we do that? We focus on our people. We're committed to engaging talent of all experiences, skill sets, backgrounds and walks of life. Come shape our future and be part of our story.

As our Customer Service Manager, you will be responsible for leading the interface between customers as well as internal sales, product management, engineering and operations. Customer Service Manager will also focus on process improvements within the team and identifying/implementing change to support the business strategy and growth of the Aerospace, Defense and Medical business.

Qualifications & Requirements:

• Bachelor's degree required
• 5+ years of experience in a customer service/account management role
• Proven experience in a customer service role with more than 3 years' experience in a supervisory or managerial capacity
• Proficiency in customer relationship management (CRM) Salesforce system.
• Excellent computer skills
• Experience utilizing supplier portals a plus
• Grow the opportunity funnel with winnable projects while maintaining healthy profit margins
• Become a technical asset by learning products and evangelizing to customers and outside sales staff
• Problem solving and decision-making abilities, with the capacity to manage escalated customer issues
• Excellent organizational and time management skills with the ability to prioritize tasks and meet deadlines
• Flexibility and adaptability to changing customer/business needs and priorities
• Ability to work well under pressure and oversee stressful situations in a professional manner
• Experience with highly demanding industries such as Electronic Manufacturing Services customers

Our values of Accountability, Collaboration, and Empowerment (ACE) guide our every action, enabling us to passionately serve our customers and ourselves.

What are you Accountable for?

• Leading a team of Customer Service Representatives, focusing on performance management, coaching, and career development
• Lead the day to day responsibilities of the inside sales/customer service function to ensure timely responses to pre and post sales inquiries, including price quotations, order entry, delivery, lead time, expedites and other demands for our products and services
• Manage all critical customer escalations in the region and facilitate solutions, with the support of the account managers
• Work collaboratively with Product Management, Engineering, and Operations teams to prepare non-price book quotations and gain management approval prior to quoting in accordance with company policies and procedures to maintain budgeted gross margins for the quoted product
• Proactively manage the Customer Relationship Management (CRM) platform utilization to process and maintain current updates to customer accounts and quote & contact information
• Ensure quotes and customer orders are effectively entered into the ERP system, provided and confirmed with customers in a timely fashion, and followed up on efficiently.
• Manage and develop customer relationships to find additional growth opportunities, including historical 'Aptiv Services 3 (LLC)' contracts and customers
• Work collaboratively with Production/Planning, ensuring accurate lead-times and that order status updates are provided to customers
• Review business surveys from our customers either directly, or by coordinating information from appropriate Quality, Finance, Engineering, or Business teams
• Support quote follow up for assigned accounts directly and/or with the sales channels on high impact opportunities
• Participating in developing strategies and identifying process improvements to raise customer satisfaction
• Ensure all sales team members are included in customer correspondence for their assigned territories and accounts covered
• Participate in the monthly development and reporting of the bookings forecast
• Drive the development of departmental performance goals and metrics, as well as departmental process improvements

How do you Collaborate?

With customers and company at all levels necessary to carry out the business objectives of the company. Utilize Salesforce to manage opportunities to reward employees and to keep the company apprised of important and interesting happenings with opportunities, customers and the department

What are you Empowered to do?

• Seek out new customers
• Call meetings, disseminate information throughout the company as required to meet customer needs
• Manage projects necessary to meet business requirements and opportunities, determine team members
• Train and develop employees

Communication Systems We Use:

• Google Workspace
• BambooHR
• Paycom & ADP
• Awardco
• Uconnect
• Global Shop

Pay Transparency:
Winchester Interconnect Corporation is committed to pay transparency. The pay range for this position is 85k-110k plus commission eligible. Interconnect Corporation considers relevant to the hiring decision.

For a sneak peek into some of our benefits and to learn more about our career opportunities, click here https://www.winconn.com.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities. In addition to federal law requirements, Winchester Interconnect complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities.

Winchester Interconnect expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status.

***Candidate Inquiries Only-No Third-Parties***