Customer Service Manager

At Winchester Interconnect, we always do the right thing, the right way.

Winchester Interconnect is committed to inspiring the most innovative teams. We foster a dynamic, inclusive environment that thrives on collaboration and continuous growth. We hire exceptional people, celebrate wins, empower employee growth, and provide opportunities to thrive. Winchester is where potential transforms into purpose, and every team member plays a vital role in shaping our shared success.

Position Summary:

As our Customer Service Manager, you will be a part of a team responsible for working closely with management, co-workers, and vendors to meet customer service requirements and exceed their expectations. This position serves as the interface between Customers, Regional Sales Managers and Corp Sales support, Manufacturing Reps, Distributors, and the internal organization (Operations, Engineering, QC, etc) to ensure we manage and support our customers and produce good customer outcomes--supporting our goal to increase revenue and operating income (OI) of the business while following processes and procedures established to maintain budgeted margins.

Qualifications & Requirements:

• Bachelor's degree (B. A.) from four-year college or university; minimum of two years' related experience and/or training (experience working with customers a plus); or equivalent combination of education and experience
• Industry sales experience is preferred, Interconnect industry experience a plus
• Very organized and exhibits strong attention to detail in their work
• Ability to demonstrate excellent written and oral communication skills (proficient in phone techniques, negotiation, and customer loyalty activity)
• Must demonstrate leadership and exhibit professional demeanor
• Ability to collaborate with others and influence decision-making
• Proficient in identifying problems and developing solutions
• Has a generally curious mindset and learns from past experiences

Our core values - Accountability, Collaboration, and Empowerment (ACE) - are the foundation of how we operate and drive success. You will take ownership of your contributions, collaborate with a team that gets stuff done, and be empowered to innovate and pursue bold initiatives that drive our business forward.

Are You Our Next ACE?

• Supervise a small customer service team including inside sales, sales administration, and estimators
• Perform day to day responsibilities for our customer base and team to ensure timely responses are met. (Pre and post-sales inquiries-including price quotations, order entry, order status, lead time, expedites and other demands for our products and services)
• Prepare and understand the price book & quotations directly for the assigned team and customer base, in accordance with company policies and procedures as well as ISO/AS9100 standards
• Prepare and submit weekly and monthly bookings forecasts and reports that support the business growth, budget, and strategic plan
• Resolve customer issues by clarifying customer complaints, escalating to the management team, assisting in determining the root cause and providing a solution to the customer.
• Maintain customer portals, government bid-boards, Salesforce.com, and other specialized electronic customer interfaces as required
• Effectively utilize the Customer Relationship Management (CRM) platform to maintain customer accounts and manage new business opportunities
• Perform contract review and order entry activities that include ensuring timely and accurate review, acceptance and confirmation of orders
• Oversee customer return activities to ensure prompt turnaround of repaired products
• Work collaboratively with Production ensuring accurate quoted lead-times to customers, ensure customers are notified of delivery delays prior to scheduled ship dates
• Ensure customer inquiries (telephone calls and emails) are responded to promptly and within targeted turnaround time
• Responsible to review and complete business surveys from our customers either directly or by coordinating information from across all functions (quality, engineering, operations, finance)
• Perform quote follow up for assigned accounts directly and/or with the sales channels on high impact opportunities
• Participate in the development and implementation of departmental continuous improvement initiatives each calendar year to improve the overall departmental performance

Systems You'll Use:

• Google Enterprise
• BambooHR
• Paycom & ADP
• Microsoft Navision
• SolidWorks

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

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**