English | Español | Português
Icom America - 2 way radios

Icom America Careers

POSITION TITLE:   Customer Service Manager (Local candidates only)
DATE: November 2018
JOB CLASSIFICATION:   Exempt
REPORTS TO: Controller

PRIMARY FUNCTION

Lead the Customer Service team to provide consistently exceptional customer service to our Icom dealers and internal Icom customers. By achieving the highest level of customer service Icom America will be differentiated from its competition in the communications industry. Providing this leadership and management of the Customer Service team is an important and integral component to the success of Icom’s sales and marketing strategy.

DUTIES AND RESPONSIBILITIES:

  • Plan, prioritize and organize all department functions. Develop and implement plans and procedures to accomplish the team’s mission. Monitor the team’s progress in achieving objectives, analyze data, make suggestions, and communicate department metrics ("vital signs") to the senior staff.

  • As a "working manager," coordinate administrative support, office operations, workload assignments and serve as central information point within the department.

  • Be an expert in all phases of department responsibilities. Lead by example and provide thorough instruction and ongoing supervision. Use good judgment; apply knowledge and experience to make timely and tough decisions during the business day.

  • Work with marketing departments to provide product knowledge, strategy and promotion information to Customer Service team. Collaborate with Credit and Warehouse departments to develop and streamline operating procedures. Collaborate with Purchasing and IT to refine JDE operations.Provide feedback to Advanced Pricing Team to ensure all programs, promotions and pricing rules are accurate.

  • Recruit high caliber and qualified team members. Provide initial individual training and on-going team training. Measure productivity and improve marginal performers. Manage department workload, encouraging individuals to grow by providing cross training of departments responsibilities. Promote teamwork; inspire individuals to work together. Develop an ongoing "coaching" program to help team members grow and accept greater responsibility. Use employee appraisal process as a tool to communicate individual strengths and challenges, evaluate goals and provide feedback.

  • Manage company travel coordination. Provide quality customer service to internal Icom customers. Maintain adherence to all Icom Travel policy procedures, guidelines and rules.

  • Develop department budgets and direct operations to achieve them. Review the department "Cost Center "report monthly, report variances and propose actions to resolve. In addition to department facilities and equipment responsible for ordering company supplies, coordinating/managing vending and postal machine.

  • Other duties as assigned

KNOWLEDGE, SKILLS, AND ABILITIES:

Office practices and procedures; business contact techniques; office equipment operation; basic data collection and compilation techniques; document formatting techniques; supervisory practices and techniques; automated and manual records management practices; clerical work methods review and measurement techniques; basic personnel, payroll and purchasing procedures; clerical/technical level accounting and basic budgeting practices; English usage and grammar.

  1. Position requires the ability to exceed customer expectations and to work as a team member with all levels inside and outside the organization.

  2. Flexibility to change priorities based on coverage needs of the department workload and customer requests.

  3. One year inside sales experience. Two-way radio experience strongly desired. Demonstrated ability to manage an inside sales position with strong customer service demands.

  4. Ability to work with customers, establish rapport and develop positive working relationships. Must have the demonstrated ability to persuade customers to purchase Icom products. Good interpersonal and oral communication skills.

  5. Strong working knowledge of MS Word and Excel.

  6. Dependable attendance is required with the ability to work overtime to ensure commitments are met.

  7. Must be a self-starter, able to establish daily and weekly priorities. Must be organized to meet deadlines under pressure and handle multiple tasks.

  8. Exceptional attention to detail and tenacious follow through are necessary.

  9. Must be resilient and maintain a positive attitude when faced with a heavy workload, set backs and problems.

EDUCATIONAL REQUIREMENTS:

  1. Bachelor's Degree – preferably in communications or marketing.

  2. 5 years experience in a high volume customer service / sales order processing center.

  3. Minimum 1 year supervisory experience.

  4. Strong working knowledge of Excel, Word, and Outlook a must.

  5. Knowledge of J.D.E. software and applications preferred.

  6. Excellent written and oral communications skills, follow through, resourcefulness and accuracy. Able to set priorities, organize to meet deadlines in a multi-task environment, and working overtime if necessary.

 

Founded in 1979, Icom America is part of the Icom Corporation, a worldwide leader in two-way radio equipment for land, marine, avionics, and amateur radio communications. Icom America provides a competitive compensation and benefits package, including cash bonus, medical, dental, vision, life and disability insurance, matching 401(k) retirement plan, and paid vacation. Icom is an Equal Opportunity Employer M/F/Sexual Orientation/Disabled/Veteran. Qualified candidates must submit a cover letter, resume, and salary expectations to jobs@Icomamerica.com.

View our blog