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Customer Service Manager

Apply Job ID REF5316Q Date posted 04/14/2022 Address 805 East Old 56 Highway, Olathe, KS Job Type Full-time Job Status Exempt

ITW Pro Brands is a manufacturer of lubricants, cleaning chemicals, and corrosion preventatives formulated to maximize equipment productivity and product quality for customers. We go to market through B2B with a focus on the automotive, aviation, fabricated metal, food processing and machinery manufacturing market segments. Offering a brand portfolio that is well recognized within these industrial channels, our premium products address customer pain points and our direct sales team provides expert, value-added consulting at the customer level. ITW Pro Brands has 3 manufacturing facilities (Olathe, KS, Tucker, GA and DeWitt, IA) and a formulation lab in Carol Stream, IL and employs 250+ individuals.


Summary:

The Customer Service Manager is responsible for the effective development, coordination and leadership of the Customer Service department.  Identifies process improvements, training, implementations, projects, and creates with sustainability in partnerships with Business Unit leaders, such as Sales, Operations, Accounting, and Research & Development.  Customer Service Manager must enable the organization to achieve its strategic business goals, operational objectives and 80/20 excellence. Minimum of ten years of managerial experience of customer service and inside sales preferably in a manufacturing environment.

Essential Duties:

  • Directly manages customer service and inside sales department, including hiring, performance evaluations, coaching, training and development, exercising praise and disciplinary action when necessary.
  • Conducts periodic departmental meetings and designs communication flows between staff and leadership.
  • Manages team’s work schedules ensuring customer coverage and recommends appropriate staffing levels to Director, Operations.
  • Manages the implementation of customer service and inside sales department processes to ensure optimal output of customer satisfaction.
  • Designs blended customer service and inside sales with an emphasis on people and processes to determine readiness for KPIs, CRM system, and new operating model.
  • Provides customer solutions and attention to details with emphasis on resolving gray areas.
  • Designs learning and training programs to team in the form of participant and supporting customer and inside sales functional guides.
  • Researches and conducts detailed impact assessments of customer service and inside sales that include technology, data, people and processes to determine readiness in distinction and focus of 80/20 customers.
  • Oversee the overall effectiveness of services to distributors, end user customers, and outside sales team.
  • Engages in customer relations whenever possible to establish and maintain a rapport with new and repeat customers.
  • Manages customer inquiries, researches, and provide solutions to the satisfaction of the customer.
  • Performs other duties as assigned.

Education/Experience:

  • Bachelor's Degree in a related field preferred, or equivalent combination of training and experience.
  • Minimum 10 years industrial customer service and inside sales management experience.
  • Experience in a manufacturing environment a plus.
  • Experience in managing non-exempt employees.
  • Strong project management experience, including planning and budgeting.

Other Competencies:

  • Experience in managing non-exempt employees.
  • Strong project management experience, including planning and budgeting.
  • Outstanding interpersonal and communication skills.
  • Versatile, with demonstrated ability to work independently and with a team.
  • Experience in developing high-performance teams.
  • Strong problem solving and analytical skills.
  • Proven record of continual improvement in areas of expertise.
  • Proven track record of driving results a continuous improvement in an organization.
  • Demonstrated experience handling competing/multiple priorities.
  • Ability to see underlying concepts and patterns in complex situations to develop solutions that effectively address underlying problems and root causes.
  • Professional judgment and sound decision-making skills to progress innovation in the customer and inside sales functions.
  • Demonstrates extensive abilities to work independently, and as a team leader in managing teams to create an atmosphere of trust, support, and seeks diverse views to encourage improvement and innovation.
  • Demonstrates ability to effectively manage, coordinate and handle multiple tasks/assignments simultaneously and able to react to spontaneous changes in priorities.
  • Ensuring confidentiality on matters that should not be disclosed.
  • Ability to adapt to a changing work environment in a positive manner.
  • Proficient with Microsoft Office (Word, Excel, PowerPoint, Outlook).
  • Flexible work schedule that may including working nights, weekends, and to be on call.
  • Ability to travel 20% or more.

ITW Pro Brands is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.

ITW is an equal opportunity employer. We value our colleagues’ unique perspectives, experiences and ideas and create workplaces where everyone can develop their careers and perform to their full potential. 

As an equal employment opportunity employer, ITW is committed to equal employment opportunity and fair treatment for employees, beginning with the hiring process and continuing through all aspects of the employment relationship. 

All qualified applicants will receive consideration for employment without regard to race, color, sex, gender identity, sexual orientation, religion, national origin, age, disability, protected Veteran status or any other characteristic protected by applicable federal, state, or local laws.  

ITW is an equal opportunity employer. We value our colleagues’ unique perspectives, experiences and ideas and create workplaces where everyone can develop their careers and perform to their full potential. 

As an equal employment opportunity employer, ITW is committed to equal employment opportunity and fair treatment for employees, beginning with the hiring process and continuing through all aspects of the employment relationship. 

All qualified applicants will receive consideration for employment without regard to race, color, sex, gender identity, sexual orientation, religion, national origin, age, disability, protected Veteran status or any other characteristic protected by applicable federal, state, or local laws.  

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At ITW, we value our colleagues' unique perspectives, experiences, and ideas and create workplaces where everyone can develop their careers and perform to their full potential.

Equal Opportunities

ITW is committed to equal employment opportunity and fair treatment for employees, beginning with the hiring process and continuing through all aspects of the employment relationship.

All qualified applicants will receive consideration for employment without regard to race, color, sex, gender identity, sexual orientation, religion, national origin, age, disability, protected Veteran status, or any other characteristic protected by applicable federal, state, or local laws. Read more information here.

If you are a qualified individual with a disability and are unable or limited in your ability to use or access this online application system process due to your disability, please email corp_accessibility@itw.com to request assistance. No other requests will be acknowledged.