Job Description

Our operation in Langhorne, PA. is seeking a highly motivated Customer Service/Distribution Manager. No remote working or relocation.

You will need to bring solid experience of the Customer Service process from working in/around a manufacturing, service center or distribution environment, you will need to be fearless when dealing with Customers and a perfect communicator in both Spanish and English.

We will provide comprehensive product training and onboarding; you will need to have a technical aptitude for us to build on.

Reporting to the North American Business Development Director.

THE MISSION

• Lead and manage a small team of 5 people engaged in Customer Service and Warehouse Distribution activities.
• Own the full Customer order process from offer creation, sales order management, complaint management, invoicing, receiving, picking, shipping, invoicing.
• Own and satisfy all level 1 Customer inquiries; guiding customers in product selection, pricing, availability, order status. Escalate level 2 and 3 inquiries to appropriate technical resources in the extended organization whilst ensuring rapid resolution and feedback to the Customer.
• Coordinate and ensure resolution of all interdepartmental flows of documents and information.
• Coordinate and align the entire Customer service flow seamlessly across multiple systems (ERP/CRM/CPQ) and
• Drive Service business flows to exceed customer turnaround time expectations; issuing RMA#, producing repair quotations, certificates and dispatch.
• Improve Customer Service and Distribution processes by identifying bottlenecks, designing solutions/processes and balancing resource levels/skills as required.
• Set monthly, weekly and daily team objectives/KPIs to support on-time delivery (OTD) and reduce Customer complaints.

QUALIFICATIONS & SKILLS

1. Minimum 3 years front office/coordination experience in a technical environment.
2. Native proficiency in Spanish language, great written and verbal communications skills.
3. Associates degree minimum in the field of Business, Marketing or Engineering preferred.
4. Proficient in Microsoft Office suite.
5. Proficient in using ERP/CPQ/CRM systems (QAD experience advantageous)
6. Good team development and leadership skills.
7. Good administrative, organizational, and problem-solving skills.
8. The ability to multitask, work in a fast-paced environment, and meet deadlines.
9. Ability to effectively communicate with clients and staff members

Company Description

For over 40 years, the Sauermann Group has designed, manufactured and sold products and services dedicated to industrial and HVACR markets. The Group specifically focuses on the detection, measurement and control of indoor air quality (IAQ). We operate three main brands: Sauermann for condensate removal pumps (including accessories and solution kits) and instruments for improving indoor air quality, as well as Kimo and E Instruments for instruments aimed at measuring and monitoring air parameters. The Group has a worldwide presence, is located on three continents (Europe, Asia and North America), has 21 sites (including four production plants), and employs over 400 people. Sauermann North America which includes the E Instruments brand is co-located in Hauppauge, NY and Langhorne, PA.