First Brands Group is the parent company of many of the automotive industry's most recognizable OEM and Aftermarket brands. First Brands Group is a privately held organization and leader in automotive repair and maintenance products. Headquartered in Cleveland, Ohio with operations found around the globe, we are a team of professionals dedicated to building profitable, enduring growth among all our customers with an unrelenting drive to exceed customers' expectations.We are seeking experienced, highly motivated team members to join our Customer Service Team as a Customer Service Manager. Our Customer Service Managers are enthusiastic individuals who can listen to internal and external customer service issues and then offer solutions to each problem. As a Customer Service Manager, you will play a pivotal role in surfacing and interpreting key business insights which will enable the Customer Service teams to provide the best experience for our customers. This is a customer-facing role, and our team members support our key customers and account managers with weekly, monthly and ad hoc order management reporting, as needed.ResponsibilitiesMentor, Train, and coach the customer service teamManage Market SegmentProvide back-up responsibilities for market segment when neededDevelop, maintain, and deliver daily, weekly, and monthly order management reportsReview current practices and root cause problem areas to identify solutions to improve order management processesProactively monitor potential or past due orders for strategic partnersResolve and report discrepanciesCommunicate with key stakeholdersProvide support for escalationsParticipate in customer satisfaction meetingsWork with customers and internal partners to ensure the best experience possible.QualificationsMinimum of 5 years of experience in customer service order entry experience in with a manufacturer or distributor of goods to retailers, installers, WDs or OES customersExperience with Manufacturing ERP System such as Oracle, SAP, JDE or an AS400.Strong sense of personal accountability and a proven track record of achieving desired resultsHigh degree of responsiveness to customer inquiriesStrong analytical and problem-solving skills; ability to ask why and reach the best resolution#J-18808-Ljbffr