1. Team Leadership & Daily Operations - Supervise and coach a team of Customer Service Specialists, ensuring adherence to established processes, service levels, and commercial policies.
- Assign and prioritize daily work across RFQs, quotations, order entry, follow-ups, and customer requests.
- Monitor workload distribution to maintain team efficiency and responsiveness.
- Guide complex cases such as deviations, exceptions, margin validations, delivery challenges, and customer escalations.
2. Process Governance & Transactional Oversight - Ensure accurate and consistent execution of the full quote-to-cash process:
RFQ → Quotation → Follow-up → PO Validation → Order Entry → Production Monitoring → Shipping → Post-Sales. - Validate accuracy of quotes and sales orders, ensuring pricing, terms, and internal approvals are properly applied.
- Oversee timely registration of RFQs, quotations, and orders in SAP and CRM/Salesforce.
- Establish and monitor KPIs for the team (RFQs processed, quote response time, quote-to-order conversion rate, backlog health, on-time acknowledgments, etc.).
3. Cross-Functional Coordination - Serve as the primary liaison between Customer Service and internal functions including Sales, Planning, Production, Logistics, Finance, and Quality.
- Lead weekly meetings with Sales and Planning to review order status, delays, risks, and upcoming priorities.
- Facilitate communication between the Specialists and internal departments to resolve issues quickly.
- Support Sales with information on pipeline status, customer performance, delivery updates, and margin adherence.
- Assist Accounts Receivable with follow-up on past-due invoices while maintaining strong customer relationships.
4. Customer Communication & Escalation Management - Handle escalated issues from key accounts, ensuring timely and professional resolution.
- Support the Specialists with challenging customer interactions, delivery conflicts, warranty issues, or commercial disagreements.
- Provide consistent communication to customers regarding order status, risks, and commitments.
- Maintain strong customer relationships and ensure service satisfaction benchmarks are met.
5. Inside Sales & Commercial Support - Support inside sales efforts by tracking follow-up activity on open quotations and improving conversion rates.
- Review pricing governance, margin compliance, and exception requests before escalating to Sales/Product Line for approval.
- Identify opportunities to improve quoting accuracy, product positioning, and customer experience.
- Contribute to commercial initiatives, campaigns, and new product introduction support.
6. Reporting, KPIs & Continuous Improvement - Track, analyze, and report team KPIs, service performance, and transactional accuracy.
- Identify process gaps and lead improvement initiatives to optimize cycle times, communication flow, and system utilization.
- Ensure data integrity in SAP, CRM, and all tracking tools, promoting clean reporting and commercial visibility.
- Lead the implementation of new tools, workflows, or cross-functional alignment mechanisms.
7. Training, Development & Compliance - Train new team members on processes, systems, customer handling, and quoting standards.
- Ensure team adherence to pricing policies, margin governance, discount approval workflows, and commercial guidelines.
- Maintain updated work instructions, SOPs, and documentation for the Customer Service department.
- Support internal audits and drive compliance with company policies and quality standards.
8. LTC – Training Courses - Coordinate successful delivery of customer facing training classes (i.e. catering, event planning, logistics etc.)
KNOWLEDGE, SKILLS, & ABILITIES - Leadership & Team Coordination
- Customer Focus
- Commercial Acumen
- Process Discipline & Governance
- Cross-Functional Collaboration
- Problem Resolution & Decision-Making
- Communication & Influencing
- Continuous Improvement Mindset
- Time Management & Prioritization
EDUCATION & REQUIREMENTS Qualifications & Requirements - Bachelor’s degree in business administration, Engineering, Supply Chain, or related field.
- 4+ years of experience in customer service, inside sales, commercial operations, or order management (manufacturing/industrial preferred).
- Prior team leadership experience is highly preferred.
- Strong knowledge of SAP, Salesforce/CRM systems, and commercial approval workflows.
- Excellent communication, conflict resolution, and stakeholder management skills.
- Ability to lead a team in a fast-paced environment while maintaining accuracy and quality.
- Strong analytical, problem-solving, and organizational capabilities.
Preferred Education / Experience - BS/BA in related discipline (engineering, business, marketing, etc.)
- BSEE Power Systems emphasis
- 4-6 years sales or customer service experience in the related industry (industrial, oil, gas, utilities, etc.)
- 2+ years of successful experience in power systems and/or substation experience and successful demonstration of Principal Duties and Responsibilities as presented above.
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