Customer Service Manager - Americas

JOB SUMMARY

Customer Service Manager role coordinates the CSR departments at all locations in Americas for Albany International and works toward building a great CSR team that can perform duties that serve our Customers and serves as a support function to our Sales team, RBD group, Applications/Design teams, Marketing group, Planning team and Logistics.

SAFETY AND PROCEDURES

·       Follow all publicized safety policies/procedures and JIBS applicable to the job.

·       Use appropriate PPE that has been identified on the Hazard Analysis for the department/role.

·       Attend and participate in all safety training, safety meetings, audits and Behavior Based Safety programs assigned.

·       Report all safety hazards observed.  If capable, correct the safety hazard identified.

·       Coordinate safety-related communications to all members of the department.

ESSENTIAL JOB FUNCTIONS

·       SAP Related Functions

·       Support and back up CSR role to include:

Prepare and distribute quotes, enter orders and acknowledge orders, create invoices when triggers are met.

·       Provides reports to Sales group, Marketing Managers or customers as requested.

·       Work with Applications, Marketing and Planning for expediting orders or process improvements.

·       Interact with Sales and external customers using CIS system.

·       Review FEB and ROC from CIS and activity report.

·       Coordinate and approve special transport handling.

·       Compliant/Return procedures and follow-up.

·       Account reviews and inventory control functions.

·       Develop and organize communication tools for all sites to interact as one unit.

·       SOX reports monthly.

·       PWC/Internal audit support.

·       Text and troubleshoot SAP as expert user.

·       Run mass change tool to update SAP.

·       Prepare rebates at year end.

·       Prepare and approve credit memos.

·       Yearly performance revies of all reports.

·       Expense reviews and approvals for all reports.

·       Visit CSR sites yearly.

·       Attend regional meetings.

·       Hire and train new CSR’s when needed.

·       Reads, understands and is committed to conducting business in accordance to Albany International’s Business Ethics policy, Corporate policies and all site specific policies.  All business of the company should, at all times, be conducted ethically, fairly, honestly and with integrity.

REQUIREMENTS

Required Skills:

·   Good Communication skills.

·   Sense of urgency.

·   Sense of accuracy.

·   Strong attention to detail.

·   Well-developed verbal and written skills

·       Self-motivated.

·       Willing to help.

·       Well organized

·       Ability to meet deadlines.

Required Experience:

·   SAP experience helpful

·   Multi-national experience helpful

·   Teamwork, social skills

·   Problem solving, solution-thinking

·   Proficient in computer skills to include excel, word, power-point, outlook

Management/Supervisor experience helpful

Education Requirements:

 High School Diploma r   College diploma X   Bachelor Degree r      Master’s Degreer

College Diploma preferred, associate’s degree acceptable