T. D. Williamson, Inc.

  • Manager, Customer Service

    Posted Date 4 months ago(2018-03-06 11:01 AM)
    Position ID
    United States
  • Overview

    Provide high level Customer Service talent, deploy strategies, execute plans, direct global team members, and coordinate all activities related to Customer Services, Customer Training, and Market Communications.


    Accountabilities: 

    • Provides vision and deployment strategies for our Global Customer Services Team to achieve the set objectives and goals such as “extreme customer satisfaction”, booking plans by facility / region, shipment plans by facility / region, timely response to customer inquiries and maintaining planned gross profit margins, 
    • Ensures that the Global Customer Service Team is ready and pro-active to meet the customers’ requirements by providing courteous correspondence and detailed quotations, delivering the products as requested, complying with customers’ specifications, developing realistic lead time to meet customers’ needs, educate customers around TDW’s services and products while providing “extreme customers satisfaction”, 
    • Is responsible for product strategies globally in support of market lead-times and speed to customers. This responsibility entails the review and re-sizing of all top level sku’s globally to support regional and global market demands; 
    • Develops means of communication with the global supply chain, logistics and sales and operations planning leaders in optimizing customer service globally while optimizing manufacturing capacities, inventory and overall total cost, 
    • Is responsible for the development and deployment of global customer service teams in alignment with TDW’s Partners of Choice (POC). This entails the establishment of dedicated teams, training, communication and frequent business review sessions with POC’s, 
    • Is responsible for the development and execution of annual customer surveys on a global scale.
    • This will entail the development of the survey, deployment and summarized feedback, 
    • Is responsible for the development and deployment of key metrics (dashboards) to support our global customer service vision. This would include on time delivery and overall customer satisfaction levels (complaints, cost, quality, delivery, ease of doing business), 
    • Establishes, selects, and implements the annual TDW media advertising plan by working closely with appropriate business unit management. Ensures that the highest level of excellence and quality are consistently applied to and through all Corporate communication vehicles, 
    • Provides timely and accurate analysis to TDW management related to bookings, sales orders, pricing, delivery status, product quality, customer complaints, competitive activity, top level inventory planning, forecasting, inquiries turn-around time, order won/loss and general market conditions to help management to realign TDW’s future strategy; 
    • Selects, evaluates, motivates and develops employees to ensure a qualified workforce necessary to meet company objectives, 
    • Sets personal objectives, provides fair and constructive feedback, assesses accurately employee performance, training needs, areas for improvement and possibility of future growth within the organization, and ensures training & development needs are addressed, 
    • Develops a positive team dynamics to ensure high performance, 
    • Leads the continuous improvement process in his team.



    • Technical degree combined with 10 to 15 years experience in purchasing and procurement within an international environment, 
    • Lean / Six Sigma experience – Green Belt is an asset, 
    • Excellent communication and negotiation skills, 
    • Good organization skills, 
    • Excellent communication skills (written and verbal). Proficient in the use of personal computers, including Microsoft Word and Excel at the intermediate level, 
    • Ability to provide outstanding extreme customer service, 
    • Ability to develop and train work force, build relationships, utilize skills of workforce most appropriately, 
    • Ability to manage front-end operations effectively, 
    • Ability to maintain a fair, consistent set of standards as they apply to work force.


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