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Customer Service Manager in Tampa, FL at Circor

Date Posted: 3/13/2018

Job Snapshot

Job Description



BUSINESS: Industrial Valves - Americas


DIRECT REPORTING: Director, Plant Management




Position Summary

Be responsible for managing all aspects of customer service, leading accountability for the monitoring and reporting of customer metrics, and managing the customer service administration. Evaluate service capacity and develop methods for providing service in a cost effective and high-quality manner. Must be able to develop standards of operation and utilize KPI’s to drive results.  Manage the Customer Service department and develop processes and standards to meet and satisfy customer expectations.

Principal Activities

  • Provide leadership and unify a team of customer service representatives. Lead the management of customer expectations and integrate them into daily customer management activities
  • Receive and respond to escalation of customer correspondence and telephone calls providing information and handling issues that may require a high degree of sensitivity.
  • Use sound independent judgment; respond to customer complaints
  • Develop, manage and monitor division capacity and performance quality measures; evaluate customer trends
  • Conduct and/or direct operational audits to ensure procedural and performance standards are met
  • Develop and update performance standards and procedure manuals
  • Implement quality management methods to improve service delivery and cost effectiveness; develop and manage the implementation of contingency plans to meet emergency or peak customer service needs for information and assistance; monitor quotes, collections, credit holds and delinquent accounts
  • Implement processes and cascade customer expectations to all parts of the organization when a new customer comes on board, as well as existing customers
  • Develop and manage an understanding of key customer requirements and implement those requirements into the daily management processes to improve effectiveness of organization
  • Accomplish business unit objectives by working cross functionally with operations and customer service. Develop a strong working relationship with Sales & Operations to support their needs
  • Improve the government contracting process. Develop an understanding of key government contract requirements and a process to ensure necessary Export Compliance is obtained and communicated to customers
  • Review Terms and Conditions of contracts, and work with other departments to ensure order fulfillment processes are timely and effective
  • Set aggressive goals for and manage Key Performance Indicators (KPIs) related to Customer Service departmental performance as well as both internal and external On Time Delivery Performance. Include timely completion of month-end and customer required reporting
  • All other duties as assigned

Job Requirements



Knowledge Skills & Abilities

  • Strong analytical skills, strong problem-solving skills
  • Ability to read and comprehend regulations and instructions in English and to demonstrate principles and practices of sound business communication
  • Contract management experience required
  • Government contract experience required
  • Knowledge of office administrative and operations management practices and procedures Familiarization of methods and techniques for quantitative analysis and capacity planning Working knowledge of MS Office tools. ERP or other business system


  • Bachelor’s degree in Business Administration, Business Management, or Marketing required. A minimum of 15 years’ experience with 5 years of supervisory experience will be considered in lieu of a degree.


  • U.S. Citizenship required



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