Customer Relationship Manager

JOB DESCRIPTION

Job Title: Customer Relationship Manager FLSA Status: Exempt Job Code: 11502 Date Created: 4/27/2018 Reports To: Director of Sales & Customer Relationship Management Date Revised: 4/15/2020 Department Name: 33 - Customer Relationship Management Date Reviewed: 7/6/2022 Location: Wichita

POSITION SUMMARY

Oversee the daily operations of the Customer Relationship Management Department. Provide leadership while building, managing, and motivating a high performing and diverse team that meets and exceeds performance expectations. Ensure that processes and procedures are implemented and used effectively by the team, and that they are updated as needed. Motivate and drive performance so that targets and goals are consistently met.

KEY RESPONSIBILITIES/ESSENTIAL FUNCTIONS INCLUDE

• Manage a high performing team that has the ability to:
• Act as primary customer contact ensuring frequent and professional contact with customer. Provide accurate and ongoing status reports as required to each customer (at least weekly).
• Provide accurate and timely follow through to external and internal customers in a professional, courteous and timely manner. Investigate customer complaints and issue corrective actions as required.
• Quote and submit purchase requisitions from vendors and subcontractors as needed.
• Efficiently and accurately enter and maintain all customer account data and activity in appropriate systems.
• Schedule processing per customer requirements, while following Integra Technologies processes and procedures.
• Create and maintain qualification schedules based on dates in OMS.
• Analyze and review performance information in order to identify training needs, ensuring that improvements are continually made and performance is measured consistently.
• Effectively address escalated situations with customers, provide tools to the team in order to avoid and/or address escalated situations, and ensure appropriate back up to team members as needed.
• Create a positive work environment for the team through motivating and continually developing the team to deliver the best for our customers. Coach and mentor in support of ongoing development and employee satisfaction. Lead by example and ensure that knowledge is up to date and shared with the team members.
• Routinely anticipate and resolve complex, non-routine problems in accordance with company policies while ensuring stellar customer satisfaction. Evaluate, develop and implement a plan for the maximum utilization of resources to ensure profitability and quality while operating within budget requirements.
• Hire and supervise direct reports, providing guidance on day-to-day tasks, training, time management, employee evaluations and performance management. Ensure that direct reports adhere to policies, procedures roles and regulations.
• Flexibility to perform other duties as assigned.

JOB REQUIREMENTS INCLUDE

Education: Bachelor’s Degree in Business or related field preferred; however, a combination of education and experience wherein the skills and abilities to perform the responsibilities and functions have been adequately demonstrated is acceptable.

Experience: At least three years of experience in customer service role as well as previous supervisory/management experience. At least two years in the semiconductor industry preferred.

Knowledge/Skills:

• Provide ongoing leadership and mentorship with the ability to motivate and inspire others.
• Effectively communicate with internal and external customers, both verbally and in writing, while maintaining and fostering collaborative, productive and trusting relationships throughout the organization.
• Ability to adapt to changes in the work environment, delays or unexpected events; manage competing demands; change approach or method to best fit the situation.
• Self-motivated with excellent customer service, teambuilding, and interpersonal skills with the ability to defuse any situation.
• Effectively and efficiently utilize Microsoft Office applications and other computer products and programs.
• Ability to remain flexible, dependent on the needs of the Team, in order to meet deadlines as well as customer expectations.
• Must be highly organized and motivated, goal and people oriented, and be able to operate independently and make decisions with minimal supervision.
• Must demonstrate a commitment to service, organization values and professionalism through appropriate conduct and demeanor at all times as well as the ability to foster a collaborative working environment.

SUPERVISORY RESPONSIBILITIES

Total Number of Employees Directly Supervising: _8_

Number of Subordinate Supervisors Reporting to Position: _0_

This job description is intended to describe the general nature and level of work being performed. This is not intended to be an all-inclusive list of responsibilities, duties, skills required of employees so classified.

In addition, this is not an employment contract and should not be construed or interpreted as creating an implied or expressed guarantee of continued employment. The employment relationship at Integra Technologies Inc is by mutual consent (Employment at Will).

I have read the job description, as well as the physical requirements below, and understand the expectations. By signing below, I acknowledge that I am able to perform the essential functions and meet the minimum requirements.

EMPLOYEE___________________________________________ Date ____________

PHYSICAL REQUIREMENTS INCLUDE

In an average workday, employee must (check one frequency for each task):

Task None Occasional Frequent Constant

Stand ☐ ☐ ☒ ☐

Walk ☐ ☐ ☒ ☐

Sit ☐ ☐ ☒ ☐

Bend/stoop ☐ ☒ ☐ ☐

Climb ☒ ☐ ☐ ☐

Reach above shoulders ☐ ☒ ☐ ☐

Squat/crouch/kneel ☐ ☒ ☐ ☐

Push/pull ☒ ☐ ☐ ☐

Lift ☐ ☒ ☐ ☐

Usual amount ☒ <10 lbs ☐ 11-25 lbs ☐ 26-50 lbs ☐ 51+ lbs

Carry ☐ ☒ ☐ ☐

Usual amount ☒ <10 lbs ☐ 11-25 lbs ☐ 26-50 lbs ☐51+ lbs

Employee must use hands for repetitive action such as (please check all):

Task Right Hand Left Hand

Simple grasping ☒ Yes ☐ No ☒ Yes ☐ No

Firm grasping ☐ Yes ☒ No ☐ Yes ☒ No

Fine manipulation ☒ Yes ☐ No ☒ Yes ☐ No

WORKING CONDITIONS INCLUDE

In an average workday, employee is exposed to (check one frequency for each task): Task None Occasional Frequent Constant

General shop conditions ☐ ☒ ☐ ☐

General office environment ☐ ☐ ☐ ☒

Humid, extreme hot/cold temps (non-weather) ☒ ☐ ☐ ☐

Outdoor weather conditions ☒ ☐ ☐ ☐

Fumes or airborne particles ☒ ☐ ☐ ☐

Fluorescent lights ☐ ☐ ☐ ☒

Moving, mechanical parts ☒ ☐ ☐ ☐

Toxic chemicals ☒ ☐ ☐ ☐

Loud noise intensity levels ☒ ☐ ☐ ☐

Risk of electrical shock ☒ ☐ ☐ ☐

Travel for job ☐ ☒ ☐ ☐