AFL manufactures industry-leading fiber optic cable, connectivity and accessories and provides engineering and installation services for some of the largest telecom customers in the world. Our company was founded in 1984 with a single fiber optic cable and today, we manufacture thousands of products, generate an excess of $1.5B in revenue, and employ approximately 7,000 associates worldwide. At AFL, we recognize that our employees are our greatest asset. We hire and train each individual, investing in them to ensure success in their careers. With a commitment to professional development and growth, let us connect you to your next career opportunity.
AFL is seeking a Customer Service Manger to join our team in Duncan, SC!
Under general direction, the Customer Service Manager manages and leads the activities of the Customer Service Department as it seeks to assist customers, agents and members of the various sales teams with all aspects of the sales process for products supplied by AFL into various markets. The incumbent will be involved in all phases of the sales process from quotes, orders, shipments, complaints, payment issues and improvement activities
What we offer:
• A Hybrid Office Schedule to qualifying employees
• Flexible time off policy
• 401K Company match (up to 4%- dollar for dollar)
• Professional development, training, and tuition reimbursement programs
• Excellent Medical, Dental, Vision, and Life Insurance Policy Options
• Opportunities for career advancement with an industry leader!
Responsibilities:
• Directly manages customer service department including Customer Service Supervisor(s) and teams.
• Manages the activities of customer service representatives and supervisors, ensuring the effective support of customers and the utilization of resources.
• Responsible for the growth and development of individual customer service associates with an emphasis on product knowledge, systems, proactive selling, and the skills /ability to fulfill their roles within the sales execution processes.
• Responsible for sale processes.
• Develops and sustains a customer focused organization that is able to support the sales process including direct responsibilities for activities including quote follow-up and validation of leads/opportunities.
• Responsible for the execution and continuous improvements of the various processes involving customer service to ensure the effective support of customers and sales agents.
• Works with various business unit groups to drive efficiency and productivity improvements.
• Continuously supports the development of effective relationships with customers.
• Proactively manages problems / issues such that customers value the service and support provided by AFL.
• Understands and complies with AFL’s business and Health/Safety Policy and Procedures.
Personal Qualities:
• Leadership – ability to direct others
• Analytical – ability to understand, reason and draw logical conclusions
• Interpersonal – communicates clearly, and builds relationships both within and outside the organization
• Initiative – a self-starter who follows up on outstanding issues
• Problem solving – effective at resolving issues; results oriented
Qualifications:
• Bachelor’s Degree Required, Preferred Degree in Business or similar study
• A minimum of 6 years customer service and / or sales experience
• A minimum of 4 years management experience
• Proficient with MS Office, Oracle experience preferred
• Understanding of Telecommunications products, customers, and markets is a plus.
Working Conditions:
• Normal office environment. Minimal travel as required
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