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Western Region - Hayward, CA

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Customer Service Manager - Hayward, CA

Currently, the position involves providing technical and sales assistance to SEW-EURODRIVE customers, potential customers, and associates. To manage and enable the receipt of orders and inquiries, to maintain established sales activity, and generate new sales within corporate guidelines. Customers will be handled with a view toward growth and long-term relationships while maintaining a consistent and businesslike attitude.

Experience and Educational Requirements

Prefer Bachelor’s Degree or minimum of five years direct supervisory experience.

Actual Tasks

  • Manage the Customer Service Department and District Sales Managers.
  • Understand and manage the editing of orders as required for computer entry.
  • Understand and manage the return of SEW-EURODRIVE products to the Hayward facility for repair, analysis, or restock.
  • Assure that timely quotations of all SEW-Products are prepared.
  • Expedite orders as requested by customers.
  • Schedule accurately and reasonably through knowledge of inventory and production loads.
  • Answer telephones as required.
  • Support field salesmen in their efforts to service customers.
  • Support Assembly personnel by answering questions and providing rapid response to problems.
  • Handle complaints, customer dissatisfaction, and critical situations expeditiously and professionally, making decisions in accordance with SEW-EURODRIVE’s guidelines.
  • Establish, review, and/or modify customer service procedures for maximum department effectiveness.
  • Communicate with SEW-EURODRIVE plants worldwide, as well as all U.S. facilities, to ensure critical situations are tracked and resolved.
  • Complete, maintain, and process pertinent paperwork and records, including timely reports as requested by customers.
  • Complete annual sales forecast for district sales managers.
  • Review and/or approve expenses for district sales managers.
  • Review and approve warranty codes to ensure accurate tracking of errors.
  • Review and respond to errors, i.e., CS, OS, etc.
  • Work within and maintain company policy. Ensure disciplinary actions are taken when appropriate, and that all Company rules, policies, and procedures are followed within area of responsibility. Inform Management, including HR of any violations of Company policy.
  • Must comply with all current ISO Quality and Work Instructions for job, all Company Safety rules, and all other Company rules, policies and procedures.
  • Assure a safe work environment for all employees. Resolve any safety issues in the workplace and/or report any unsafe findings to Management.
  • Assess each situation and do not perform any tasks which s/he feels is unsafe, on which s/he has not received training, or engage in any unsafe work practices.
  • Read and understand supporting documentation for the work area.
  • Ensure accurate and timely record keeping, including time-keeping for employees.
  • Give merit reviews to all employees under direct supervision per Company policy.
  • Develop employees for future possible growth and succession planning.
  • May be required to travel on Company business to any required destination domestically as well as overseas. May be required to stay overnight for extended periods of time, obtain lodging, and occasionally conduct business in the evenings, weekends, and holidays and outside of normal business hours.
  • Possess and maintain a valid Driver’s License and driving record satisfactory to the Company or otherwise be able to transport yourself to and from various locations, including customer facilities, to engage in diverse business activities.
  • Perform other tasks as requested.

Skills and Abilities

  • Ability to perform all tasks listed above to the Company’s expectations.
  • Must be currently eligible and authorized to work in the United States on an ongoing indefinite basis.
  • Ability to work in a fast paced environment with continuous interruptions.
  • Must have good oral and written communication and organizational skills.
  • Ability to follow instruction, written and verbal.
  • Ability to organize workload for timely accomplishment of work.
  • Ability to communicate with all Company employees in a businesslike and professional manner.
  • Ability to appropriately handle stress and interact with others.
  • Possess strong overall office skills, including use of computers, their applications, and other office equipment.
  • Must be able to occasionally sit, stand, walk, reach with hands and arms, push and pull, bend, twist, stoop, and kneel.
  • Prefer Bachelor’s Degree or minimum of five years direct supervisory experience.
  • Must be able to repetitively lift up to 30 lbs.
  • Must be able to occasionally lift up to 50lbs.
  • Must be able to prioritize and manage time effectively.
  • Always be businesslike and professional to fellow employees, customers, suppliers, or people who work on behalf of the Company. If you decide to make
  • complaints or criticism, avoid making statements that reasonably could be viewed as malicious, obscene, profane, threatening or intimidating, or disparaging to customers, employees or suppliers, or people who work on behalf of the Company, or that might constitute harassment or bullying. Examples of such conduct might include offensive comments meant to intentionally harm someone’s reputation or comments that could contribute to a hostile work environment on the basis of race, gender, disability, religion, sexual orientation, or any other status protected by law or Company policy. Do not be insubordinate to Company supervisors or managers.
  • All of the above standards and requirements are based on today’s sales and service needs, the company’s current methods and technologies, and will change from time to time at the Company’s discretion.

Environmental

  • Work within SEW-EURODRIVE office environment with ability to operate equipment including telephones, computers, and fax machines.
  • Work in Hayward office.
  • This is an on-site position.
  • Remain continuously within the normal work area.
  • Position requires regular, predictable and punctual attendance and ability to work overtime as required, including weekends.
  • Normal work hours are 8:00 am – 5:00 pm, Monday – Friday, with 1 hour for lunch and breaks combined.
  • Wear OSHA approved personal protective equipment (PPE) where required by Company policy or where necessary as dictated by safe practice.

About SEW-EURODRIVE

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SEW-EURODRIVE is a global leader in the power transmission and industrial motion technology. From airport logistics to industrial processes, we keep the world moving. We offer great opportunities and an excellent 100%-paid group health plan for our employees.

Benefits for eligible employees include:

  • Medical Insurance

    Includes Dental Plan, Vision Care, Audio Benefits, and Prescription Drug Card
  • Life Insurance

    Includes Accidental Death & Dismemberment benefit.
  • Disability

    Includes both Short-Term Disability and Long-Term Disability.
  • Paid Vacation

    Includes 2-weeks vacation per year, which increases after 5 years and 10 years of service
  • Holiday Pay

    Includes 12 paid holidays per year
  • Retirement Benefits

    Includes 401(k) with Contribution Matching and Profit-Sharing

Additional job requirements and responsibilities will be discussed during the interview process.

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