As a global market leader in the field of Architectural Lighting, ERCO offers a comprehensive range of high quality products. Forward thinking, product development and application make ERCO the number one choice for leading architects and designers. Light interprets space and helps us to perceive and experience it. In this sense we understand light as the 'fourth dimension' of architecture.
For our Regional Sales Organization based in the USA, we are now seeking to recruit the following:
Customer Service ManagerThe successful candidate will focus on the support of customers like architects, lighting designers, manufacturer representatives and the outside sales team. The candidate will be responsible for managing and building the customer service and quotations team for the company.
This position reports to the President.
Position Responsibilities- Provide excellent and consistent level of sales support service for the customers
- Organize the department to meet company goals while retaining a high level of service
- Create a focused, energetic team with positive attitudes to handle daily communication with customers by telephone, e-mail and fax
- Manage team of customer service and inside sales representatives
- Work closely with sales team to ensure excellent, timely, and accurate customer service and support
- Handle customer complaints and problems, or elevated situations
- Develop a feedback system to track issues and promptly address them
- Developing customer service policies and standards for department
- Develop and generate customer service reports and analyze customer service that the team is providing
- Meet and work with other managers to discuss possible improvements to customer service provided
- Actively recruit and manage staff; provide ongoing assessment of staff performance and deliver regular performance appraisals to staff members
- Provide ongoing training to staff in order to deliver a high standard of customer service
- Learn company's products or services and stay abreast of any changes
- Stay ahead of developments in customer service by reading relevant journals, attending industry meetings and attending courses
Required Skills & Experience- 5 years of customer service experience
- Previous experience managing customer service and/or inside sales function in the lighting industry
- Strong familiarity with lighting industry's key concepts, practices, and procedures
- Strong technical lighting products background
- Excellent communication and customer relation's skills
- Excellent and motivational management skills
- Proven track record of implementing positive change and process improvement in a customer service environment
- Must have ability to effectively handle customer frustrations in a professional manner
- Ability to juggle multiple responsibilities; strong prioritization skills
- Must be a strong team player with a positive, professional 'can do' attitude
- Must have excellent problem-solving skills
- Strong computer skills including proficiency in Microsoft Office - Outlook, Word, Excel; experience working with internet, quote systems, ordering systems and CRM systems
- Strong organizational skills
- Strong desire to achieve and execute continual improvement
- Enjoys working in a fast-paced environment
Educational Requirement- Bachelor's degree strongly preferred
Compensation & Benefits- Competitive salary and annual bonus program
- Medical, dental, paid vacation, sick time, etc.
The position will be based in Edison New Jersey, USA. ERCO Lighting Inc. is an equal opportunity employer, which offers a competitive benefits package.
Interested candidates should apply in writing, enclosing resume and stating possible start date with salary expectations to Mr. Mark Sieber or via e-mail to
m.sieber@erco.comContactERCO Lighting Inc.
Mark Sieber
160 Raritan Center Parkway
Suite 10
Edison, NJ 08837
USA
Tel: 1 732 225 8856
Fax: 1 732 225 8857
