STEMCO is an industry leading manufacturer in the heavy-duty commercial vehicle market supplying top performing, technologically advanced and quality products within the market.
The Customer Service Manager is responsible for developing the internal processes, KPIs, efficiency programs and customer interface tools to match the service level our customers receive to the industry leading products we build.
The Customer Service Manager will build the strategy to transform and keep STEMCO at the best-in-class service levels within our markets served. This will include working with internal and external resources to identify processes and investment needed in new technologies, software and/or systems.
Finally, this role is a manager of a people, a Customer Service team consisting of 6-10 employees. The Manager role is responsible for providing training and coaching to develop their team into a cohesive unit that works well together, works well with other internal business units along with external customers and partners.
This is a key role in the overall performance of STEMCO. The expectation is for this role to be filled with a talented person with strong desire for personal and professional development. There is an opportunity for career advancement within the organization based on performance.
Essential Functions:
Safety:
Embrace the values of the Enpro safety pledge in each of the below responsibilities. Participate in the organization's safety culture and aim to continuously improve safety within all aspects of your work.
Respect:
Foster a work environment that promotes mutual respect of all colleagues and creates an environment focused on a dual-bottom line.
Excellence:
Promote the Stemco and Enpro culture around creating value and driving excellence in our organization by:
Promote the STEMCO / Enpro Culture by exhibiting the five principles of exemplary leadership: Modeling the Way, inspiring a Shared Vision, Enabling Others to Act, Challenging the Process, and Encouraging the Heart.
Oversee customer file maintenance, program changes, freight table and related account information.
Supervise technical information and customer satisfaction. Develop and manage metrics related to customer service, customer satisfaction, inside selling activities, etc. Train, coach and develop CSR's.
Supervise all aspects of account management, including orders, credits, discrepancies, and returned products including annual stock returns. Supervise credit requirements and internal approval process for new distribution.
Build strong internal relations with Marketing, Sales and key strategic Customers in order to be a leader in gaining Voice of Customer, allowing strategic focus to align with the needs of the market.
Act as a liaison with IT to maintain and update computer hardware and programming to support order management and customer requirements.
Identify KPIs and create reporting tools, reports, dashboards or other solutions to provide performance.
Lead STEMCO to invest and implement new technologies, software and other solutions that provide best in class service levels and customer interface. This may include but not be limited to e-Commerce, EDI, AI, Machine Learning, OCR and/or other tools.
Qualifications
Bachelor's degree in marketing, business, or related field
5+ years of related experience
Excellent written and verbal communication skills
Strong project management, multitasking, and decision-making skills
Experience with Microsoft Office (Outlook, Word, Excel, O365)
Willingness and ability to travel up to 20% and may include international travel o
Experience with e-commerce and digital solutions preferred
Knowledge and experience of implementing new technologies (AI, OCR, Machine Learning)
Willingness to interact with executive leadership in decision-making and report-outs
Experience in manufacturing or industrial markets preferred
Experience managing a team preferred
Knowledge of commercial vehicle market preferred
EEO and Culture Statement:
Enpro is a leading provider of engineered industrial products for the processing and general manufacturing industries worldwide. The company operates in two segments: Sealing Products, Advanced Surface Technologies, and Engineered Materials.
Composed of Garlock, STEMCO, and Technetics Group, these businesses leverage a high degree of materials science application expertise, extensive proprietary knowledge, and deep customer relationships to create innovative sealing solutions complemented by value-added systems integration.
EnPro Industries is an equal opportunity employer. Legal authorization to work in the United States is required. We will not sponsor employment visas now or in the future for this job.
