The Duravant family of operating companies serve the food processing, packaging and material handling segments.

Customer Service Manager

Location: Cincinnati, OH

QC Conveyors

Company Description

For more than 35 years, QC Conveyors has been focused on providing our customers with reliable, easy to use conveyors systems that meet their needs and backing them up with world class service and support. Whether our customers are an end user looking to decrease their line’s downtime or an OEM putting our conveyor in a machine with their company name on it, QC Conveyors offers the quality, reliable product that our clients are looking for.

Position Summary

The Customer Service Manager is responsible for leading and managing activities that support order processing and customer service to achieve service-levels that exceed our customers’ expectations. This position is responsible for setting standards, working with cross-functional teams on performance, and implementing continuous improvements.

Essential Responsibilities

Responsibilities:

  • The Customer Service Manager leads the Customer Support Team, which is responsible for providing order intake, post-order support, scheduling of production and order flow, return authorizations, and technical support driving customer satisfaction
  • Responsible for Customer Service hiring, training, and development. Conducts performance reviews and corrective actions as needed
  • Creates and maintains standard operating procedure documents (SOPs) for all processes pertaining to customer order transactions and issue resolutions
  • Monitors employee adherence to SOPs and is responsible for standardization of procedures.
  • Responds to customer issues escalated beyond first level support
  • Leads and contributes to projects that drive service and/or efficiency improvements
  • Monitors performance against service metrics and adjusts resources to meet or exceed expectations
  • Communicates openly and maintains strong cross-functional relationships that drive service initiatives
  • Responsible for customer account maintenance and regular audits of accounts for accuracy
  • Monitors order turn time and open orders to meet goals and expectations
  • Holding internal departments accountable to order processing schedule.
  • Other duties as assigned

Education Requirements

Qualifications:

  • Work in a fast-paced environment
  • Minimum Bachelor’s degree or equivalent work experience
  • Strong computer skills
  • Minimum of 6 years’ experience as a Customer Service manager
  • Excellent interpersonal communication skills; written and verbal (including good pronunciation)
  • High level of professionalism
  • Strong problem-solving abilities

 

QC Conveyors is an Equal Opportunity Employer

 

We offer a competitive base compensation and a full benefits package including health, dental, vision, life and disability insurance and a 401(k) plan with company match.