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ARDEX Americas

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Customer Service Manager

    • Job Tracking ID: 512640-826923
    • Job Location: Aliquippa, PA
      Pittsburgh, Pennsylvania, Robinson Township, Allegheny County, Beaver County
    • Job Type: Full-Time/Regular
    • Date Updated: August 02, 2022
    • Starting Date: ASAP
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Job Description:

ARDEX Americas (www.ArdexAmericas.com), is the Global industry leader in the manufacturing and development of high-performance specialty building materials.

As CUSTOMER SUPPORT MANAGER, you will have a strong focus on understanding the 'Voice of the Customer' and fostering a solution driven culture of customer service excellence, while capably responding to the demands of a high volume, energetic, manufacturing and shipping environment. You will lead a team in processing high volume product orders via a SAP system, liaising with ARDEX distributors, and internal departments (Production, Logistics, sales), to ensure orders are processed and shipped timely across the U.S., Canada and Latin America, via our 5 (five) manufacturing plant locations.

Knowledge of SAP experience is a plus. Knowledge of international shipping and customs requirements is highly desirable.

Located at our Corporate campus in Aliquippa, PA, 20 minutes North of the Pittsburgh International Airport, with flexible work options.


Key responsibilities

  • Maintain a thorough understanding of all customer service processes required to service and support our Retail, Distribution and OEM customers, across multiple products lines and brands
  • Manage the flow of customers’ requests in FreshDesk system to the appropriate Customer Service Representatives
  • Work closely with Logistics and Manufacturing groups to manage shipping requests, inventory availability, and international shipping requirements
  • Review all order adjustment requests for approval, accuracy, and release for invoicing
  • Collaborate with internal sales leaders to understand customer history and service expectations
  • Monitor daily and weekly KPIs and continually work to improve customer service processes
  • Work as needed with the Global SAP team

Experience and Skills:

  • Five (5) to Ten (10) years customer service management experience
  • Experience within manufacturing or distribution environment is a plus
  • International experience that includes shipping and customs requirements is highly desirable
  • Experience with fully integrated ERP systems (SAP experience strongly preferred)
  • Proven track record of employee management, coaching, and development
  • Strong focus on Continuous Process Improvement. Solution driven, agile and adaptable
  • Advanced Excel and Data Analysis skills. Proficient in Word and PowerPoint
  • Confident and influential. Excellent relationship management and interpersonal skills.
  • Decisive with excellent judgement and decision making

 

Education

  • Bachelor’s Degree preferred or Associate Degree and relevant work experience

Benefits

  • Competitive salary 
  • Immediate Paid Time off (PTO) eligibility, and 11 Paid Holidays
  • Employee Assistance Programs and Wellness Initiatives
  • 401K match
  • Paid college tuition up to $5,250 per year
  • Medical, Dental and Vision Insurance
  • Employee development and leadership development programs
  • Reduced gym memberships
  • Wellness programs
  • Pet insurance
  • Tickets at Work
  • Community support initiatives