Customer Response Manager - Nemschoff

Company Name:
Salary period: Annual
General Purpose:
Builds and maintains a sustainable after-sale issue response system that meets or exceeds customer expectations. Leads the Customer Response Team to effectively manage the commercial relationship throughout the resolution of the issue; the cost; the impact to the business; and the expectations of Nemschoff customers.
Essential Functions: ΓΆΒ ΒΆ Develop, establish, and implement long-range and short-term strategies and operating policies to achieve established departmental goals and objectives. ΓΆΒ ΒΆ Provide leadership and day-to-day management to Customer Response Team to ensure proper Warranty principles and applications (e.g. intended use) are followed and customer specifications are met. Hire, coach, and develop team members. ΓΆΒ ΒΆ Travel to end user locations to assess product and commercial issues and represent Nemschoff while working towards mutually agreeable solutions. Coordinate service trips. ΓΆΒ ΒΆ Communicate directly with Sales Team, Customer Service, and customers to determine needs and applications relative to special requests and concerns. ΓΆΒ ΒΆ Works with the Customer Response team and leaders across the organization and make recommendations to improve quality, reduce cost, and increase production efficiency. ΓΆΒ ΒΆ Collaborate with Operations, Purchasing, Planning, and Product Development regarding manufacturing capabilities, production concerns, and other considerations to facilitate Warranty and after-sale support processes. ΓΆΒ ΒΆ Develop, track, and report relevant performance standards and metrics in areas such as speed of initial customer acknowledgement, reduction of warranty costs, and future warranty liability. Drive improvement in these areas to be our customers' reference point for reliability, defined as orders that arrive defect-free, on-time, and complete. ΓΆΒ ΒΆ Understand and adhere to policy and objectives for, and commitment to quality. ΓΆΒ ΒΆ Perform additional responsibilities as requested to achieve business objectives.
Minimum Requirements: ΓΆΒ ΒΆ Bachelor's degree in Engineering or related technical field, or equivalent. ΓΆΒ ΒΆ Five years relevant professional business experience to include areas such as engineering, manufacturing, and/or customer service. Experience working in a regulated environment preferred. Industry business knowledge preferred. ΓΆΒ ΒΆ Two or more years of successful experience leading a team of direct reports. ΓΆΒ ΒΆ Ability to read, analyze, and interpret professional journals, technical procedures, and customer specifications. ΓΆΒ ΒΆ Ability to define problems, collect data, establish facts, identify trends, and draw valid conclusions. ΓΆΒ ΒΆ Strong written and verbal communication skills. Demonstrated ability to be concise, to the point and tactful. ΓΆΒ ΒΆ Demonstrated ability to effectively present information and respond to questions from internal and external audiences, including customers, with an understanding of, and sensitivity to, audience-appropriate information. ΓΆΒ ΒΆ Good customer and sales instincts and finesse. ΓΆΒ ΒΆ Demonstrated self-confidence and ability to represent Nemschoff in a professional manner. ΓΆΒ ΒΆ Strong sense of urgency. Process- and results-driven. ΓΆΒ ΒΆ Must possess a continuous improvement mindset. ΓΆΒ ΒΆ Proficiency in office automation, communication, software and tools currently used in the workplace. ΓΆΒ ΒΆ Must be able to perform all essential functions of the position with or without accommodations. Herman Miller is committed to diversity and inclusion. We are an equal opportunity employer (minorities/women/veterans/disabilities).

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