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REPORTS TO: Director of Business Development, Americas

GENERAL POSITION DESCRIPTION AND PURPOSE:

This position has ultimate responsibility for the effective leadership and management of the customer service functions (proposal generation, order entry, scheduling, shipping and invoicing documentation, equipment service, and service parts, etc.)  The principal focus is on ensuring that this group consistently provides our customers with an experience that is professional, courteous, and effective in promptly meeting their requirements in the most cost-effective manner.   This position develops and assures the effective implementation of both strategic and operational plans that make these groups a strategic competitive advantage to the division. This position also works closely and cooperatively with the management team to develop strategies and operational plans that ensure the attainment of annual goals. This position is responsible for ensuring continuous improvement in customer satisfaction by pursuing methods and systems that enhance the customer’s ease in transacting business with Dukane, thereby increasing our potential to be their vendor of choice for plastics welding equipment and systems.  This position is also responsible for establishing and supporting a culture that strives for complete customer satisfaction the first time, every time, and a work environment characterized by integrity, teamwork, mutual respect, innovation, continuous learning, and the use of TQM concepts and tools.

POSITION FUNCTIONS:

Listed below are the typical functions performed in this position.  This description should not be construed to contain every function/responsibility that may be required to be performed by the individual in this position as he or she is required to perform other functions as assigned.

PRIMARY FUNCTIONS:

1. Departmental leadership: Establish annual departmental objectives with action plans to attain those objectives. Hire, coach, motivate, manage, appraise, discipline, and terminate employees within the department. Ensure new hires are properly trained and developed. Provide leadership by example which fosters continuous learning, continuous improvement, innovation, teamwork, and mutual respect.
2. Order Support: Ensure client and company requirements are met for quotations, orders, shipments, and equipment service and support. Evaluate whether existing procedures are sufficient and efficient in meeting this goal.  Implement new procedures as necessary. Review purchase order Terms & Conditions for appropriateness, demonstrating an ability to discern disadvantageous terms, suggest alterations, and articulate them to appropriate parties.
3. Sales Team Support: Use knowledge of sales to support our domestic and international sales teams; assist in establishing and maintaining price structures for all standard products, provide input for annual operating order and sales budges and strategic plans. Provide timely advice and consultation.
4. Service Coordination: Manage small and large equipment service globally, to provide exceptional customer support and appropriately allocate resources world-wide. Maintain margin, commission structure, and accounting procedures for the Service and Parts product line. Direct coordination of product failure analysis with the Equipment Service department. Track warranty expenses and monitor for trends that would indicate an intrinsic or systemic design or manufacturing quality problem.
5. Financial Responsibilities: Perform financial functions such as rental billings, credits, and returns, proforma invoices, rebates, reconciliations, etc. Operate the department within the budgeted expense level.
6. Interdepartmental Coordination: Facilitate open and clear communication with management, service, engineering, and financial teams will be necessary to meet departmental goals. Maintain communication with the engineering and manufacturing teams to spot and correct quality problems discovered through the management of service.

OTHER FUNCTIONS:

7. Support ISO procedures and implement corrective actions or enhancements when necessary.
8. Develop an understanding of inventory and manufacturing system; forecast and monitor finished stock inventory, “B” stock equipment, regional office inventory, and consignment equipment inventory.
9. Customer Portal Administration.
10. Oversee clerical functions such as the review and mailing of statements, responding to requests for Manufacturer’s affidavit’s and Customs Forms, manage special questions from freight forwarders, oversee seminar billings, and respond to the certificate of insurance requests.
11. Prepare appropriate reports concerning customer questionnaires and forms, quality numbers, unit reports, Bureau of Labor Statistics Reports

PHYSICAL AND VISUAL ACTIVITIES:

Lifting and moving, with assistance (occasionally, system components weighing less than 100 pounds).  Writing (frequently), walking (frequently), talking

(frequently), hearing (frequently).

MINIMUM EDUCATION REQUIREMENTS:  Bachelor’s degree in business, sales &marketing, or related field.

MINIMUM EXPERIENCE REQUIREMENTS: Minimum of three years of sales, marketing, and/or customer service management with supervisory responsibilities is required.  Experience in manufacturing or industrial equipment is preferred. Demonstrated ability to assess and respond to provisions in Terms and Conditions strongly preferred.