Customer Solutions Manager

Company: AMMEGA
Location: Buford
Posted on: April 4, 2025

Job Description:

Individual accountabilities
*Quickly acquire robust knowledge of product, process, and customer service metrics.
*Ensure timely communication to internal and external customers on order status, product lead-time.
*Identify and drive opportunities to improve customer centricity and experience
*Maintain a portfolio of accounts as primary contact
*Act as back-up for team members as needed
*Contribute to cross-funtional initiatives to ensure a strong customer service mindset imbedded in both people and processes
*Inform sales team of any significant sales order or quote request
*Take an active role in addressing back orders and/or recurring quality issues. Contact customer accordingly to provide best solutions and ensure customer satisfaction
*Create tools, training materials, and resources for onboarding and continuous improvement
*Provide and interpret relative reporting on KPIs, trends, project status.
*Employee Development and succession planningShared accountabilities
*Ensure timely completion of assigned eLearning
*Sales revenue targets
*Quality and Safety Metrics
*Participate in cross-functional meetings as voice of the customer.
*Partner with Peers, Plant Manager, Production Management, Procurement, Product Management, Sales Leadership to ensure best possible outcomes for customers.

Requirements:

*Bachelor's degree preferred
*8+ years of work experience in customer facing roles
*5+ years work experience in a people management role (on site and remote)
*Mechanical / Technical Aptitude
*Intermediate to advanced experience in Salesforce CRM, Various ERPs, MS Office Products (Excel, Word, PowerPoint)
*Experience working in distribution and / or manufacturing environments
*Analytical, detail orientedCall Center experience is a plus.
KPIsSalesforce Case Queue Closure Rate
Order Intake Response Time
Quote Request Response Time
Quote Conversion Rate
NPS Scores (Customer Satisfaction)
Workload Balance
Dropped Calls
Employee Training Hours / Testing
On Time Delivery - Confirmed

Keywords: AMMEGA, Atlanta , Customer Solutions Manager, Executive , Buford, Georgia