CUSTOMER SERVICE MANAGER

CUSTOMER SERVICE MANAGER 

Personnel Requisition No. 17-4090

BARTELL MACHINERY SYSTEMS, L.L.C. is a dynamic fast-paced 21st-century company with an old-fashioned commitment to customer satisfaction.  Our highly skilled and diverse professionals take the time to get to know you and your business and we are a recognized leader in the manufacture of equipment with over 8,000 pieces in operation worldwide.   Bartell offers full-time opportunities, co-ops, and internships.  Many of our employees have launched life-long careers and you too can be a part of a global company that works together on some of the world’s largest and unique industrial machinery.  Opportunities for career progression within the many divisions of this company are outstanding if you are ready to take the challenge. Please see application instructions at the bottom of this page to apply. 

Position:                                            CUSTOMER SERVICE MANAGER

Location/ Department:                  Rome, New York / Replacement Parts Group (Department No. 8464)

Qualifications, Knowledge, Skill and Experience:

The Customer Service Manager is responsible for all aspects of the company’s technical service sales to customers. They will direct and control operation of the Replacement Products Group (RPG) ensuring the organized operation of a 24-hour customer support operation. Domestic and foreign travel for more than 50% of the time in promotion and sale of replacement products and support services to achieve or exceed annual parts and service sales objectives while working with other departments to achieve 95% on-time delivery of said parts. Facilitate implementation of new technology to enhance customers supply chain. Act as liaison with Bartell UK and Bartell Qingdao, China.

Essential:

• The Customer Service Manager must have service management knowledge in a machinery manufacturing setting.
• Supervisory experience
• Experience in capital equipment sales and/or technical service
• Verifiable experience in Customer Service
• Excellent organizational and computer skills including working knowledge of Microsoft Office Suite products such as Outlook, Excel and Word.
• Fluency in English.

Desirable:

• Candidate should have a minimum of 15 years of Engineering related experience with experience in a Supervisory role, or an Associate’s Degree with 8 – 10 years related work and Supervisory experience; a Bachelor’s Degree with 5-7 years related work experience and Supervisory experience; OR a Master’s Degree with at least 3-5 years of related work experience with experience in a Supervisory role.
• Experience in managing manufacturing processes, productivity, and efficiency measurements a plus.
• LEAN/6S & 6 Sigma Training Certification a plus

Responsibilities:

• Direct daily activities of Customer Service Department including managing travel schedules and priorities of customer service personnel, ensuring replacement parts, Technical Support & Service (TSS) and capital orders are entered expediently and correctly and that polite, professional and efficient Customer Service telephone coverage is provided at all times. Ensure that RPG personnel are provided with relevant training to execute their duties, provide reports and analysis of RPG and TSS sales and ensure that RPG sales meet or exceed desired profit margins.
• Ensure that all time keeping and performance metrics are met and reporting is completed on time and within expected accuracy.
• Responsible for sales and service interaction with complete customer base through regular visits ensuring current up-to-date spare parts lists are produced and maintained for each item of capital equipment. Liaise with sales, marketing and TSS regarding customer projects and promotional campaigns for replacement parts and support services. Liaise with sales, marketing and engineering regarding changes to standard/base products.
• Establish pricing and commitments to customers as required in negotiating orders. Maintain consistent pricing to customers. Assist with training for order entry, costing and delivery estimates to BML and Qingdao.
• Domestic and international travel in excess of 50% of the time. Support of customer satisfaction when dissatisfied.

For consideration, candidates must meet the minimum qualifications shown and have a verifiable record of experience in the field applied for.

Please fill out our application for employment linked here and supply a copy of the completed application, cover letter and resume by email or mail to the addresses listed below. Bartell requires pre-employment drug screening.

BARTELL MACHINERY SYSTEMS, LLC is an equal opportunity employer and considers qualified applicants for employment without regard to race, color, creed, religion, national origin, sex, sexual orientation, gender identity and expression, age, disability, or Vietnam era, or other eligible veteran status, or any other protected factor.

 Interested applicants should forward expressed letter of interest and resume to the Human Resource Department (hr@bartellmachinery.com)

6321 Elmer Hill Rd Rome, NY 13440  ●  www.bartellmachinery.com  ●  fax 315-336-1084