Customer Service Manager

Job Title:                          Customer Service Manager

Department:                  Customer Service/Warranty

Reports to:                      Quality Control Manager

Location:                          Detroit Lakes, MN

Wage:                                $28-32/hr – salary exempt

Status:                               FT

Hours:                               7am – 5pm - Mon. - Thurs. and 7am - 1200pm - Friday

Summary

The primary role is responsible is to receive homeowner and customer inquiries and complaints and to implement timely and efficient action in a professional manner through coordination of onsite delivery and repairs performed by customer service representatives.

Essential Functions

Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Responds to and documents all customer inquiries and complaints; provides technical assistance.
• Interacts with the sales, quality control, production and shipping/receiving personnel to coordinate tracking and processing of shortages, back orders, and warranty materials.
• Determines and implements appropriate action for customer inquiries and complaints.
• Coordinates weekly schedule of customer service work for Company field representatives.
• Places weekly service schedules on the calendar link.
• Communicates regularly with the sales department to update on service issues and to place information provided by the sales personnel in the house files.
• Attends the early portion of the sales meeting to review the service schedule and update on other service issues.
• Prepares shipping orders for materials required to complete service calls.
• Maintain weekly and monthly reports on service representative calls.
• Receives and completes builder orders for additional materials needed for completion or for house add-ons.
• Coordinates through the purchasing department for defective products purchased under suppliers’ warranties to be ordered and delivered.
• Maintains current and active files of basic information on all homeowners in the house files for prompt reference.
• Reports quality or any other pertinent customer concerns at the weekly meetings to the Plant Manager and/or Quality Assurance Manager and other management personnel as appropriate for resolution.
• Assembles Warranty Handbooks for delivery with products and maintains updated inventory of warranty information.
• Sends follow-up questionnaires to all homeowners inviting favorable or critical comments and to ascertain need for additional work.
• Initiates necessary action and writes follow-up correspondence upon receipt of homeowner questions or requests.
• Enroll all the houses built and sold by Dynamic Homes into the Homeowner’s Warranty Program.
• Drafts letters and correspondence for the Customer Service Department.
• Conducts site visits as needed
• Provide reception coverage during receptionist absences, including answering and directing incoming calls, greeting visitors, managing incoming and outgoing mail and ensuring front office operations continue smoothly.
• Maintains a favorable working relationship with all employees to promote a cooperative and harmonious working environment.
• Conforms safety rules and uses all appropriate safety equipment.
• Analize statistics and compile accurate reports weekly, monthly, and yearly.
• Conduct meetings with management to report on issues, trends and top 5 items of concern
• Performs other related duties as assigned.

Supervisory Responsibilities

This position oversees the warranty specialist role. Coordinates service in the Warranty Department. Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws.  Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skills, and ability required.  Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Education/Experience

Associate degree (A.A.) or equivalent two-year college or technical school; or two to three years related experience and/or training; or equivalent combination of education and experience. Work experience in a modular home manufacturing environment preferred but not required.

Language Skills

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.  Ability to write routine reports and correspondence.  Ability to speak effectively before groups of customers, homeowners, contractors, and employees of the organization.

Mathematical Skills

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

Reasoning Ability

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.  Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form. Knowledge of Root Cause Analysis.

Computer Skills

To perform this job successfully, an individual should have working knowledge of databases, Internet, spreadsheet and word processing software. Must also have knowledge of Smartsheet, excel, and Teams.

Certificates, Licenses, Registrations

Maintains valid driver's license.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit and talk or hear.  The employee is occasionally required to walk.  The employee must occasionally lift and/or move up to 50 pounds.  Specific vision abilities required by this job include close vision, color vision, and ability to adjust focus.

Work Environment

The work environment characteristics described here are representative of those employee encounters while performing the essential functions of this job.  Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this Job, the employee is occasionally exposed to moving mechanical parts. The noise level in the work environment is usually moderate.

AAP/EEO Statement

Dynamic Homes, LLC. is an equal opportunity employer. All applicants are considered without regard to age, sexual orientation, race, national origin, religion, marital status or physical disability.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.