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Customer Service Manager

Date: Nov 25, 2022

Location: Shiremanstown, PA, US

Company: Dorman Products

Dayton Parts, is a subsidiary of Dorman Products, and for over a century we’ve supported the commercial vehicle market with the goal boosting driver uptime by combining the largest selection of parts with the deepest levels of service, engineering, and innovation.  Today, we're a billion-dollar global brand, with more than 3,000 contributors across multiple countries and continents, and we remain focused on driving new solutions. We rely on everyone who works at our family of companies, regardless of role and experience, to contribute to our success. That means everyone has a unique ability to make an impact on the business and is encouraged to bring their authentic selves to work. Just like we provide freedom to fix cars and trucks, we also give you the freedom to pursue new ideas, offer different perspectives, and grow in your career

Job Summary: 

Provides Call-Center Customer Service with a goal to maintain and enhance existing sales by ensuring all customer requirements are met for order processing, inquiries, complaints, product information and inquiries with regards to product availability, order status, returns, etc. The position works with the CFO in leading the efforts of the call center.

 

Duties: 

  • Leads a team that answers customer calls regarding: item availability, item description, part status, and item applications, order tracking, account status, fill rate, returns, backorder/mis-ship, and show or sample orders.
  • Works with customers on new account set up, assortments, and other information needed.
  • Leads a team responsible for order entry; accurate data entry of sales orders.
  • Develops and analyzes various reporting to provide relevant information to Management as needed.
  • Directs the work tasks and assignments for the call center staff.
  • Supports the call center personnel with training, decision making, and situational support.
  • Other duties as assigned

 

Qualifications: 

  • Proficient computer skills including working knowledge of Microsoft Excel, Word and Access and QAD experience preferred.
  • Excellent communication skills in several forms including verbal and written memos, reports and emails.
  • Ability to assume leadership responsibilities and work with minimal supervision and follow written/verbal instructions.
  • Proficient with organization skills, work planning and forward thinking.
  • Leads projects for process improvement.
  • Ability to adapt, accept and promote changes while encouraging a team environment to achieve business goals.
  • Good analytic, problem solving and decision-making skills.
  • Physical Requirement: Capability to lift 20 pounds.
  • Working Conditions: While performing the duties of this job, the employee is regularly required to reach, swivel, carry items from one building to another, and speak and actively listen.  Noise level is usually moderate.

 

Education/Experience: 

  • A Highschool Diploma is required
  • Three to four years’ experience in customer service, preferably call-center experience
  • One to two years of leadership responsibilities, managing a team as needed to support the department and it's goals

Dorman Products is an equal opportunity employer; we value a combination of ideas, perspectives, and cultures at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sex, gender identity, sexual orientation, age, marital status, veteran status, or disability status.  EEO/AA Employer M/F/D/V.

www.DormanProducts.com


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