Customer Service Manager

THE COMPANY 

Fluid Management, Inc., a Unit of IDEX Corporation, is the leading global manufacturer of precision dispensing and mixing equipment for the architectural paint industry.  From initial design to equipment selection, delivery and after-sales service, Fluid Management strives for close teamwork with its customers, delivering high-quality, easy-to-operate products for every size and type of operation.  

SUMMARY OF PRIMARY FUNCTION 

The Customer Service Manager will lead the customer solutions team, ensuring efficient and accurate transactions across the Order-To-Cash process that result in a positive overall customer experience.  Additionally, they will be responsible for the management of the export compliance program including process ownership, licensing, documentation, and risk mitigation.  They will create direct relationships with key national accounts, lead and collaborate cross-functionally to deliver business commitments and customer expectations.  They will demonstrate customer obsession by driving results and resolving customer issues with a sense of urgency, providing clear direction and ownership thru to completion; enhancing the overall customer experience. 

SPECIFIC RESPONSIBILITIES 

• Lead the Customer Solution Specialist team to ensure efficient and accurate transactions across the Order-To-Cash process 

• Ensure timely and accurate transaction including but not limited to order entry activities for spare / repair parts, equipment, credits, rebills, RMA’s   

• Identify transactional improvement opportunities, planning and execution of process improvement projects that reduce friction across the Order-To-Cash process and improve overall efficiency and customer satisfaction 

• Positive and proactive cross-functional collaboration across functional areas as part of core business activities, customer escalations, and special projects. 

• Supervise and manage the performance of team members including recruitment, training and talent development 

• Foster teamwork within the department to support the overall success of Fluid Management and customer satisfaction; communication and cross training 

• Manage compliance and ensure adherence to corporate policies, procedures, and regulatory requirements. 

• Management of Fluid Management’s export compliance program including process ownership, licensing, documentation and risk mitigation.   

• Timely and accurate creation of commercial invoices, packing list, Shippers Letter of Instruction, maintaining and storage of documentation 

• Responsible for ensuring that required diversion statements are included on export documentation and that all documents follow U.S. regulations and meet the end destination country’s requirements  

• Correspond with domestic and foreign subsidiaries to ensure they understand U.S. laws 

• Work with supply chain to maintain Certificate of Origin and Free Trade Agreement documentation from suppliers.  

• Corporate main point of contact for Trade Compliance regarding Imports and Exports 

• Oversee activities with U.S. Brokers and freight forwarders including auditing and verification of commercial invoices and expedite clearance of shipments that have been delayed by U.S. Customs 

• Responsible for assisting Corporate Trade Compliance mangers with internal audits and wellness checks of all international trade compliance procedures and documentation 

• Own the reporting and impact of service quality metrics (escalations, customer satisfaction, and department Key Performance Indicators) as they relate to company-wide goals 

• Responsible for the freight quoting process for both domestic and international shipments 

QUALIFICATIONS   

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

EDUCATION / EXPERIENCE / KNOWLEDGE 

• Bachelor degree in business or related field 

• 5+ years of progressive experience in customer service including people management 

• 2+ years experience with Export-Import Control, Customs and/or regulatory compliance.

• Proven experience managing and developing non-exempt employees, including scheduling, performance management, and compliance with labor regulations. 

• Exhibit Leadership traits including Accountability, Adaptability, Confidence, Creativity, Empathy, Positivity, Team-building skills, Integrity. 

• Strong problem-solving and analytical skills 

• Excellent communication and interpersonal skills 

• Ability to work collaboratively with cross functional teams 

• Continuous improvement and process driven mindset 

• Must possess excellent communication, planning, negotiating, troubleshooting, organizational, and interpersonal skills 

• Proficient computer skills with the ability to learn new software 

• Microsoft Office Applications (Word & Excel) 

• Strong knowledge of Oracle / JD Edwards or comparable ordering system 

• Precision or comparable compliance system 

• Bilingual in English and Spanish (Preferred) 

• Travel < 10% of the time