Customer Service Manager of Lighting

Peterson has an open position for the Customer Service Manager of Lighting. The Lighting Products Customer Service Manager oversees the Customer Service function for the lighting product lines, making sure that customer orders, inquiries, and complaints are handled in a timely and efficient manner. The Customer Service Manager may also be required to perform the duties of a Customer Service Representative when the Customer Service Department is short-staffed.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Establish and maintain processes for managing scope during the project lifecycle, setting quality and performance standards, and assessing risks.
• Drives continuous improvement projects to optimize engineering and improve productivity to meet and exceed Peterson’s objectives; works on strategic projects that have a total company-wide impact.
• Responsible for communicating with internal stakeholders across a number of different business units.
• Resolve conflict between projects and align the work done by Design Engineers & their associates.
• Supervising assigned Customer Service personnel in all activities
• Taking the necessary actions to resolve problems or handle unusual or difficult cases
• Responsible for the Engineering Change Notice (ECN) program oversight & administration.
• Develop project/product cost and timing as required to meet the product requirements.
• Prepares project status reports by collecting, analyzing, and summarizing information and recommending actions.
• Preparing CE (Customer Expectation) documents on customer complaints regarding shipping errors, working with the Shipping Manager to resolve these complaints, and advising the appropriate Sales Representative of the resolution of these complaints
• Preparing CE (Customer Expectation) documents on customer complaints regarding quality issues, working with the quality Control Manager to resolve these complaints, and advising the appropriate Sales Representative of the resolution of these complaints
• Issue and manage RGA (Return Goods Authorization) documents
• Verify delivery dates and otherwise expedite customer orders
• Review on-time delivery reports
• Coordinate necessary activities with Production Control and Production Planning
• Overseeing the maintenance of product and pricing database
• Determining customer status and referring potential new customers to Sales Representative
• Take and process telephone orders for existing customers
• Complete the necessary forms and documents to initiate the sales process
• Work with the Finance Department (Accounts Receivable) on customer payment issues and terms
• Provide sample products or detailed information to customers or potential customers, upon request
• Assist customers in determining the most cost-effective shipment method and most economical order quantities and maintaining customers’ goodwill
• Assist Customer Service Representatives when there is a work overload
• Collaborating with Wiring Harness Customer Service Manager on appropriate and necessary customer orders, shipments, and other related activities
• Periodic review of customer contracts and terms and conditions documents in support of the ISO9001 certification effort

SKILLS AND ABILITIES REQUIRED

• Must have above-average interpersonal skills and the ability to deal effectively with people at all levels of the company and with customer representatives with limited direct supervision or guidance
• Must have effective oral and written communication skills
• Possess a friendly/helpful attitude
• Must be able to work independently and be a quick learner
• Must be extremely detail-oriented and highly organized

EDUCATION AND EXPERIENCE MINIMUM REQUIREMENTS

• High School education, or equivalent
• BA or BS degree in a business-related field preferred
• Minimum of 4 years of experience in public relations, customer service, and general office functions
• Experience with 10-Key, typing, and Microsoft Office programs, especially Excel and Word
• AS400 or similar software experience preferred

ENVIRONMENT

• Duties are performed indoors at the corporate offices in Grandview, MO.
• Must be able to remain sitting 90% of the time with scheduled breaks and lunch times.
• The person in this position needs to occasionally move about inside the office to access file cabinets and office machinery.
• Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine, computer printer, and phone.
• The person in this position frequently communicates with others (internal and external) who may have various inquiries, etc. Must be able to exchange timely and accurate information in these situations.

Click here to download and fill out an application. Once completed upload the file to the Application section of this form.

This position description indicates the general nature and level of work experience expected of the position holder. It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent. Employee(s) will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments.

This document does not create an employment contract, implied or otherwise, other than an “at will” relationship.

Peterson reserves the right to update and change the job essential duties and requirements in order to meet the needs of the customer, end user, and Peterson, in order to maintain the highest level of performance and service.