Light Duty – Autos, Heavy Duty, Performance Vehicles
Sales & Customer Service
Summary: This position will oversee internal and external communication for a specific group of customers, both domestic and export; coordinate customer service function with team members. This position will develop and maintain good customer focused order management practices designed from the point of view of achieving the organizational goals and objectives. This position will work with sales and operations to establish annual departmental targets related to custom service and will monitor the overall performance. Builds rapport with key customers and interacts with other customers as necessary. Coaches, evaluates and provides developmental guidance to assist employees in meeting position requirements and achieving their goals.
Duties and Responsibilities * Direct the daily operations of the customer service team by empowering team leads to plan, prioritize and delegate work tasks to ensure proper functioning of the department; resulting in timely processing of customer calls, order entry, customer credits and billing discrepancy resolution * Develop and implement customer service policies and procedures, define and communicate customer service standards, and ensure processes are in line with sales field policies * Contribute to a high level of customer satisfaction by: reviewing customer complaints; tracking customer complaint resolution; overseeing the achievement and maintenance of agreed customer service levels and standards; handling complex or escalated customer service issues and building rapport with key customers * Partner with other members of the distribution leadership team to support and implement growth strategies to further customer satisfaction. * Improves customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes. * Oversee the export order process to include: timely receipt and review of orders prior to approval to process; provide documentation required to ship orders; partnering with export sales staff and representatives; consult with Corporate Transportation to ensure all applicable regulations are followed * Meet customer service financial objectives by forecasting requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions * Recruit, select, orient, train, assign, schedule, coach, counsel, and disciple employees; communicate job expectations; plan, monitor, appraise, and review job contributions; plan and review compensation actions; enforce policies and procedures * Update knowledge of field’s concepts, practices and procedures by liaising with the sales force; participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations * Review of processes to ensure they are compliant with SOX approved procedures and overseeing SOX audit testing
Qualification and Experience: * Education: Bachelor's degree from four-year college or university; or equivalent progressive experience with a demonstrated history of obtaining measurable results in a manufacturing customer service environment required. * Proven working experience as a customer service manager * Automotive aftermarket industry product knowledge and trends * Good working knowledge of basic supply chain areas including – order processing, customer service, outbound freight, and distribution * Strong understanding of computer based systems and their relationship to successful business management, including experience working with an ERP system * Past experience using analytical skills to make business decisions. * Proficiency in MS Office applications to include: Outlook, Excel, Power Point and Access
Skills: * Strong verbal and written communication skills; should be able to communicate with all levels of the organization * Ability to lead and supervise teams to include working within budget and under tight deadlines * Ability to produce creative ideas to improve customer service standards * Should be able to elevate customer service skills
Internal Number: 400/241
About Standard Motor Products
Established in 1919 and traded on the NYSE, Standard Motor Products, Inc., (SMP®) is a leading independent manufacturer, distributor and marketer of replacement parts for motor vehicles in the automotive aftermarket industry, with an increasing focus on the original equipment and original equipment service markets.Organized into two major operating segments, SMP® supplies independent professional automotive technicians and do-it-yourselfers with high-quality replacement parts for engine management and temperature control products for domestic and import vehicles.We distribute through traditional and non-traditional channels under our own brand names, such as Standard®, BWD®, TechSmart®, Intermotor®, Hayden®, ACI®, Four Seasons®, and through private labels.