Drew Marine USA Regional Manager CCR/PC in Whippany, New Jersey
The Customer Care team is responsible for serving as the customer’s main point of contact for quoting and placing orders for Drew products and services and assisting in the resolution to a customer’s inquiry or issue. Helping to manage the customer relationship on behalf of the business and managing the entire quote-to-order to invoice process, assisting with the collections process. Under minimal supervision, they are responsible for supporting and managing customer order requirements at designated ports, follow up to ensure delivery and prepare case for billing.
This role will operate in an international environment, while working collaboratively with the Account Sales teams, Supply Chain, Billing, Data Management and Credit/Collection teams. These interactions will support the required growing knowledge and understanding of contracts/pricing, the Global Supply network and Drew products and services.
The role requires hands-on transactional participation combined with supervisory/managerial tasks usually within one geographic location: order driven, but also work on priorities. The CCR Manager must promote and manage harmony and effective cooperation between local CCR teams. Relationships with several functions such as regional Sales and Supply Chain teams are essential. Additional responsibilities include coaching and developing staff, providing the focal point for regional customer service issues, managing team performance and enjoying much autonomy in managing day-to-day workloads.
Principal Duties and Responsibilities:
Coaching and developing staff with regards to specific functional job requirements and general customer service skills. Co-ordinating local day to day staff issues including staff sickness and holiday cover, local office administration. Assist in budget and cost to serve target setting, salary administration and responsible for delivery of people basics
Direct responsibility for planning and implementing best-practice processes and continuous improvements in the front-end sales quote-to-order processes across all customer channels (i.e. Web ordering, B2B and phone/email) including the Supply Chain roles.
Management of personnel, including capacity planning, performance monitoring, appraisals, objective setting, and development plans, etc.
Cyclical reporting of staff’s performance
Maintains a strong relationship with the regional Sales Teams in the interaction and exchange of information that results in the sustainable satisfaction of customers
Participates with the Regional Sales Manager in preparation of the Customer strategic planning process
Participate with Sales on customer visits, as requested, to perform business reviews, review customer service performance and other topics
Order handling from customers in the relevant countries and for delivery in ports globally
Participates with the Sr. Leadership team and the Sr. Director – Supply Chain in the development of strategic objectives for the Customer Care organization
Face to face communication and presentations to Senior Mgt
Implementation of all relevant business policies, procedures, and processes, including the proper and timely use of the business systems
Accurate, timely processing of customer orders, ensuring customer’s expectations are met (and exceeded if possible)
Taking prompt corrective action to deal with unforeseen circumstances, e.g., product contamination, change in delivery transport or unavailability of product. If necessary, advising customer on alternate port options and seeking technical advice if appropriate before recommending alternate product
Logging and follow-up of customer complaints and incidents in a fashion that meets with the appropriate resolution with the customer
Engages in recommendations and implementation of local, regional and global process improvements within the CSR community and the business at large
Performs local analysis and performance of the CCRs and the activities performed with servicing the customer
The gathering of customer and market intelligence by the CCR through customer/delivery structure interaction and communicate same within the company
Ensure the CCR’s operate according to credit policy, checking that the order value maintains the customer within authorized credit limits and policies
Ensure the CCR’s are aware of the Tradepoint guidelines to ensure Drew Marine conducts our business activities in compliance with U.S. law
Required / Desired Knowledge, Experiences and Skills:
7 to 10 years’ good relevant customer service management experience
Experience in Marine or Shipping Industry a plus
Experience in working with cross-functional teams
Good cultural awareness
Supply Chain discipline a plus
Ability to effectively and efficiently interact cross culturally, with awareness to cultural differences
A self-starter and quick learner who possesses the ability to be effective at addressing issues and interfacing with both internal and external customers
Ability and high level of comfort working in a fast paced environment
Ability to meet deadlines through good time management and allocation of priorities
Demonstrated ability to roll-up sleeves and work with team members in a hands-on management capacity Highly organized
Ability to multi-task
Articulate with excellent verbal and written communication skills
English language both verbal and written required
Multi-lingual a plus, may be required dependent on regional needs
Microsoft Office skills, JD Edwards skills desirable or comparable ERP platform experience
Bachelor's Degree required
Physical Working Environment:
The position works in a climate-controlled office environment and requires the ability to sit for extended periods of time.
The above statements are intended to describe the general nature of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties and skills required of employees so classified.
Drew Marine is a global leader providing technical solutions and services to the marine industry with a comprehensive line of advanced marine chemicals, and equipment. Supported by a worldwide network of service engineers, and global supply chain delivering to more than 900 ports, we have a portfolio of products and services including: Water Treatment, Fuel Treatment, Maintenance Cleaners, Welding & Refrigeration, Engineered Systems & Products, Onboard Test Kits, and Analytical Services
Drew Marine provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type. All employment decisions at Drew Marine are based on business needs, job requirements and individual qualifications without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.