Job Description

The Customer Service Manager reports to the VP Executive/GM of Sales and may be assigned to different projects as business needs dictate. The position is located at our Duncan, SC corporate office.

 

The primary objective of the CS Manager is to manage and lead the activities of the Customer Service Department as it seeks to assist customers, agents and members of the various sales teams with all aspects of the sales process for products supplied by AFL into various markets. The incumbent will be involved in all phases of the sales process from quotes, orders, shipments, complaints, payment issues and improvement activities.

 

Other responsibilities include, but are not limited to:

 

• Manage people in various market teams.  Manage the activities of customer service representatives, ensuring the effective support of customers and the utilization of resources. Responsible for the growth and development of individual CSRs with an emphasis on product knowledge, systems, proactive selling, and the skills /ability to fulfill their roles within the sales execution processes.
• Sale Processes.   Development and sustainment of a customer focused organization that is able to support the sales process including direct responsibilities for activities including quote follow-up and validation of leads/opportunities.
• Maintains and Improve processes.  Responsible for the execution and continuous improvements of the various processes involving customer service to ensure the effective support of customers and sales agents.  Work with various BU groups to drive efficiency and productivity improvements.
• Customer relations / support.  Continuously support the development of effective relationships with customers. Includes both proactive activities and reactions to problems / issues such that customers value the service and support provided by AFL.
• Understand and comply with AFLs business and Health/Safety Policy and Procedures.
• Other duties as assigned.

• 4yr business or technical degree and significant experience demonstrating commercial/technical aptitude
• A minimum of 6 years customer service and / or sales experience
• A minimum of 4 years management experience

Competencies for Success:

• Strong attention to detail, organization and analytical skills
• Strong communication and interpersonal skills
• Multitasking ability in a team environment; self-starter
• Strong leadership skills and decision making ability
• Proficient with MS Excel, MS Word, Outlook.  (Oracle preferred)
• Problem solving; results oriented; change agent
• Strong collaborator
• Understanding of Telecommunications products, customer and markets is preferred

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