Customer Service Manager

Take control of your career at Applied Control!

Customer Service Manager

Location: Englewood CO.

Purpose:

The Customer Service Manager will play a pivotal role in facilitating the successful execution of customer orders and projects within Applied Control. This individual will work closely with cross-functional teams to ensure orders and projects are executed and completed on time, within budget, and in a way that meets quality standards. This role is critical to ensuring our customers receive an exceptional customer experience and that internal operations run smoothly and efficiently.

Customer Service Manager Key Responsibilities:

• Lead a team of Customer Service Specialists
• Lead a team of Customer Service Specialists, ensuring timely and accurate order administration and management, including order entry, purchasing, date management, expediting, change orders, return authorizations, and documentation
• Hire & train new Customer Service Specialists
• Develop and drive consistency across the organization in order administration processes
• Manage dashboards to see what orders need attention and work with the team to resolve issues quickly
• Manage overall workload and balance across the team to ensure timely completion of work
• Process Optimization - Order Planning and Scheduling
• Assist the team with creating orders or projects within IFS, our ERP system, when needed
• Collaborate with Inside Sales, Operations, and Accounting to ensure accurate and timely processing of orders
• For larger projects, lead collaboration with customers and internal stakeholders to develop project plans, timelines, and milestones to ensure successful completion
• Internal and External Customer Service - Communication and Coordination
• Serve as the primary point of contact for customer service-related inquiries and communications
• Lead collaboration with Inside Sales Managers, Operations, and Accounting as it relates to the success of order management functions
• Coordinate with internal departments, external vendors, and subcontractors to ensure smooth order or project execution
• Risk Management
• Identify potential risks and issues that may impact order or project delivery
• Develop risk mitigation strategies to meet customer deliverable dates
• Quality Assurance
• Establish or modify processes and procedures to improve efficiency and quality

Customer Service Manager Skills/Qualifications:

• Experience managing direct reports and leading a team to perform at a high level
• Excellent communication and interpersonal skills, with the ability to collaborate effectively across teams
• Proven experience in order management, procurement, or project coordination, preferably in an industrial environment
• Strong understanding of order management, procurement, and project coordination methodologies and tools
• Highly organized with exceptional attention to detail
• Proficient in Microsoft Office products and an ERP system (IFS or similar) preferred
• Ability to prioritize tasks and manage multiple projects simultaneously
• Self-motivated and able to work independently and make decisions
• Strongly solution oriented
• Proven ability to work closely with others, particularly peers

Customer Service Manager Working Conditions:

Includes working primarily in an office setting, with occasional assignments requiring evening and weekend hours.

Customer Service Manager Compensation:

• Most Customer Service Managers will be hired with a starting salary of $80,000-$85,000.
• Candidates with significantly more experience in IFS, order or project coordination, or other similar experience could start at a higher rate. Prior work or industry experience, as well as job-related education and unique skills, will be taken into consideration when setting the wage rate.

Other: Eligible for additional incentive compensation including overtime and an annual profit share award and benefits such as medical, dental, vision, life insurance and 401K match.  This job is also eligible for our 9/80 schedule, offering every other Friday off.

About Us: At Applied Control, employees enjoy a collaborative, team environment where we celebrate success and recognize and reward accomplishments. Our expertise is backed by Emerson, a leader in global manufacturing and technology. With a team of highly skilled automation professionals developing unique cost-saving solutions for our clients in oil & gas, refining, power, life science, mining, chemical, food & beverage, and alternative fuels, we help the world run more efficiently.

We offer rewarding careers, comprehensive benefits, and a culture that encourages growth and development. Our benefits include health, dental, and vision insurance, HSA and FSA options, life insurance, short-term and long-term disability insurance, 401k with employer match, 10 paid holidays, and starting with 16 days of paid time off. Our employees also enjoy our 9/80 schedule which allows for 9-hour workdays and every other Friday off!