TL Machine

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Customer Service Manager

We are currently seeking an experienced Customer Service Manager to join our team in our Garden Grove, CA 92843 location.

Who We Are:

TL Machine – we provide cost-effective parts and equipment options for all your manufacturing needs.

About the Role:

This position is responsible for ensuring the Company provides the highest level of customer service possible and managing sales activities as well as providing customer cost estimations.

What you’ll do:

Core duties and responsibilities include the following.  Other duties may be assigned

  • Handles escalated issues by working close with related personnel and/ or departments;
  • Finds solutions that benefit both the customer and the company;
  • Concur with Accounting or Sales Department for approving freight bills or discounts if necessary;
  • Monitors individuals CSRs performances, and provides coaching if necessary;
  • Works closely with the CS staffs to be sure all practices and sales cultures are being followed;
  • Monitor shipment data to ensure meeting the Company’s sale goal, and coordinate with related personnel or departments of any issues or matters with monthly shipments;
  • Checks for accuracy of pricing entered into the system;
  • Ensure customer’s orders are uploaded into the network drive;
  • Resolves open orders passed their shipping window, invoices errors, billing issues, or potential credits;
  • Tracks number of orders entered and maintains a monthly error log;
  • Works closely with Procurement department and Warehouse managers to address backorders or other shipping/inventory issues;
  • Monitors and processes order requests;
  • Resolves escalated issues;
  • Enforces company standards, policies and procedures;
  • Manage subordinates;
  • Performs other related duties as assigned by management;

 

Our Perfect Candidate

Education and Experience:

  • Bachelor’s Degree preferred
  • 5+ years relevant work experience in a similar role
  • Aerospace experience a plus
  • Great knowledge in CNC operations and processes a plus
  • Familiar with AS9100 Quality Management System a plus

 

Required Abilities and Skills:

  • Ability to maximize resources to accomplish key metrics;
  • Demonstrated ability to understand key financial, clinical, and operational drivers  affecting business;
  • Willingness and desire to create a team learning environment and to foster a positive, fulfilling work environment;
  • Demonstrated ability to balance department efficiency and patient service excellence;
  • Willingness to assist teammates in order to achieve departmental goals;
  • Demonstrated strengths in teambuilding and leadership skills;
  • Supervisory experience or demonstrated willingness, desire, and ability to supervise with aptitude for coaching, mentoring, training, and developing teammate performance;
  • Demonstrated ability to lead and motivate teammates with confidence in work processes and goals;
  • Strong written, verbal, and interpersonal communications skills including ability to listen attentively and to communicate information clearly and effectively;
  • Demonstrated interpersonal, collaborative, and relationship-building skills;
  • ability to interact positively with teammates at various levels across the company and customers;
  • Demonstrated ability to work well with cross-functional groups

 

Company Offers:

  • Comprehensive benefits package available including:  Healthcare Insurance, Paid Vacation, Sick Leave & Holidays, 401k, Bonuses, and Growth Opportunities

 

We are an Equal Opportunity Employer!

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