Customer Service Parts Manager
Job Type Full-time Description
**Summary**
Reporting to Ipsen's Chief Service Officer, the Ipsen Customer Service (ICS) Parts Manager will be responsible to lead and drive ICS parts order operations in the Ipsen USA Parts Department. Responsible for leading parts order processing, ensuring timely delivery of piece parts and spare parts kits, parts expediting, and customer service relating to parts orders.
**Essential Duties and Responsibilities**
Develop short and long-term strategic plans to meet customer expectations.
Help ensure achievement of the ICS Parts Department target and objectives.
Makes recommendations on and supports implementation of the Ipsen parts customer service and logistics strategy, supporting processes, systems and policies throughout the company.
Makes recommendations and implements projects focused on streamlining and continuous improvement initiatives.
Confers with production and scheduling departments to achieve high rate of on time delivery.
Effectively utilizes Salesforce for quote tracking and follow up.
Develop and issue a monthly and 6 month forecast as required.
Assess market conditions and advise company managers and marketing staff of findings.
Train customer service team for best practice of the ERP system for quotation and pricing accuracy and speed.
Work closely with all internal departments to create a culture of best practice for part shipment based around customer satisfaction.
Promote a positive team environment where members work as a cohesive group.
Coach, develop and ensure direct reports are meeting position expectations. Completes annual performance reviews and merit recommendations.
**Knowledge, Skills and Abilities**
Possess strong leadership competencies, supporting and promoting a respectful and ethical business culture.
Strong analytical skills with the ability to use data to find actionable insights.
Knowledge of strategic parts pricing and tactics.
Ability to write reports and professional business correspondence.
Ability to define problems, collect data, establish facts, and draw valid conclusions.
Ability to effectively understand, interpret and explain an extensive variety of technical knowledge
Ability to travel via automobile or airplane up to 15% of the time.
Ability to maintain professionalism, tact, diplomacy, and sensitivity to portray the company in a positive manner.
Ability to effectively manage competing priorities in a fast-paced environment
Possess strong computer skills such as MS Office, Excel, Word, ERP systems
**Education and Experience**
High School Diploma or equivalent required.
Associates or Bachelors degree (B.S.) in general business, marketing, communications, or technical discipline strongly preferred.
3+ years leading parts sales teams and/or a customer facing customer support team.
3+ years leading improvements to business processes.
**Physical/Visual/Mental/Environmental Factors**
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee frequently is required to walk and sit. The employee is occasionally required to stand. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus.
The work environment characteristics described here are representative of those an employee
encounters while performing the essential functions of this job. The noise level in the work environment is usually quiet to moderate and the environment is consistent with a controlled environment within an office area.
