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Job Description
Overview:
Other Requirements:
Building our Future Together. FXI is a leading producer of foam innovation in the Bedding, Furniture, Industrial, Home & Office, Healthcare, and Transportation markets. We have made it our mission to provide tailored solutions that delight our customers and consumers. With our corporate headquarters, high-tech research and development facility, and multiple manufacturing locations in North America, FXI has built a culture of innovation and achievement that is recognized by customers, suppliers and peers. Our products include finished goods, sub-assemblies, services, and raw materials for OEMs, fabricators, and retailers. You will find FXI’s foam innovations inside, around, and under yourself in countless applications. Everywhere foam goes, FXI’s innovations lead the way! Won’t you join us?
Responsibilities: Specific job duties:
- Supervise day-to-day operations in the Customer Service department.
- Respond to customer service issues in a timely manner.
- Create effective customer service procedures, policies, and standards.
- Manage and train Customer Service associates to deliver a high standard of customer service.
- Provide help and advice to customers using the company’s products and services.
- It is critical for the desired candidate will be transformational, solutions-driven, effective in the implementation and use of technology, while also focusing on managing efficient and effective processes from customer inquiry through invoicing.
- Maintain a high level of professional and ethical standards in all business transactions.
- Serve as Subject Matter Expert (SME) to all customer and client segments.
- Build relationships to gain customer confidence and loyalty.
- Deliver prompt and professional solutions for the Customer Service Team.
- Act as a change agent and seize opportunities for improvements that add value to the customer
- Work as a liaison between other functional areas including Planning, Transportation, Warehousing, Sales and Marketing to ensure consistent service to all customer segments.
- Maintains an intimate knowledge of customer accounts, pricing, and inventory programs with an emphasis on understanding customer needs to facilitate efficient asset planning, short term sales forecasting and identifying unusual order activity.
- Provides data and sales forecasts to materials for production scheduling and materials requirements
- Design and implement, with appropriate approval, process improvements, operational policies and changes to services to fulfill customer needs
- Responsible for motivating and supporting customer service team to achieve goals
- Calculate trailer loads and ensure arrangement of carriers is complete for inbound and outbound shipments
Education and/or Experience Qualifications:
- Bachelor’s degree Sales, Business Administration or related discipline required; High School diploma or equivalent required. A combination of education, training and experience will be considered.
- A minimum of 4 years related Customer Service experience
- Proficient in Microsoft Office: Word, Excel, Power Point
- Demonstrated MRP experience, SAP preferred
- Good project management skills
Desired Traits:
Other Requirements:
- Self-directed, well-organized and self-motivated
- Outstanding communication and interpersonal skills
- Ability to positively interact with all levels of the organization in a team environment
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