Assistant Customer Service Manager

At Fort Wayne Metals, we specialize in producing top-quality wires, cables, and assemblies designed to enhance and safeguard lives. Our products are used in everything from our customers’ stents and surgical robots to aircraft and automobiles. At our essence, we are thinkers, innovators, and problem solvers, leveraging our knowledge of materials to create customized solutions for our customers.

Join us in our dedication to making a tangible impact through our advanced materials and superior products.

The Assistant Customer Service Manager will plan, monitor, and support the Customer Service activities through the guidance of staff, oversight of the administrative functions, and resolving customer concerns, all in an effective way that allows for the achievement of departmental goals. They serve as the direct supervisor to the domestic Customer Service Associates. 

Education & Experience Requirements

• Bachelor’s degree in business or related field, required.
• Minimum 5 years’ experience in Customer Service or Sales position(s), required.
• Experience within FWM, preferred.
• Experience in Customer Service Management or leadership of people, preferred.

Job Responsibilities

• Monitor the performance of the Customer Service staff for quality and quantity of work performed; promote individual development and the customer service mindset; and provide staff with guidance on performing individual tasks in an environment that is consistent with Fort Wayne Metals’ (FWM) culture. 
• Hire and ensure training of new staff, as necessary. 
• Troubleshoot and resolve problems when product, delivery, or customer service experience do not meet customer’s expectations.  Work with Production, Scheduling, and Quality departments to find resolution to customer’s concern.  Recommend and implement solutions so that same problem does not reoccur.  Train the Customer Service staff on solutions.
• Provide technical support and answer questions from customers and the Customer Service staff about the properties and capabilities of the products provided at FWM.  Coordinate Engineering support and training, as necessary.
• Work with Accounts Receivables and customers to resolve payment discrepancies and ensure payments are received.
• Monitor FWM Customer accounts to determine opportunities for Long Term Agreements, notify Chief Commercial Officer (CCO) of opportunities, and work with CCO to bring agreements to fulfillment.
• Act as a CSA, as necessary, in order to provide support for the department: developing quotes, documenting orders, coordinating international delivery and necessary documentation, organizing required conversion services and corresponding with customer on order progress.
• Perform other duties as requested by management.

Skills Needed

• Excellent interpersonal communication skills.
• Ability to effectively establish rapport, present information and respond to questions from customers. 
• Ability to be thorough in executing work assignments, detail oriented, organized, and able to work with minimal supervision. 
• Ability to work well in a team environment.
• Able to supervise, lead, and motivate others.
• Ability to calculate figures and amounts such as discounts, percentages, and volume and apply concepts of basic accounting.

Working Conditions & Physical Requirements

• Fast-paced office environment.
• Travel may be necessary at times.
• Majority of time spent at desk working on computer.
• Must be able to access all areas of operation, including second floors.

Benefits & Wellness Resources

The health and wellbeing of Fort Wayne Metals is a critical part of our culture. In addition to offering medical, dental, vision, life, and disability insurance options to suit your needs, we’d like to share some of the other fundamental resources that make Fort Wayne Metals a premier place to work:

Physical Wellness

• Parkview Wellness Coach
  • Ready to assist with your physical and nutritional wellness needs.
• Gym Facilities
  • 4 onsite gym locations as well as discounts for regional gym facilities
• Health Challenges
  • From pickleball tournaments, sponsored races and sports leagues, to participating in the YMCA’s Corporate Challenge, we have a variety of fun ways to stay active.

Mental Wellness

• When You Need to Talk
  • 5 sessions of counseling are available to you and all members of your immediate household at no cost.
• Relaxing Time-Off
  • Qualify for Paid Time Off and Holiday Pay on your first day of employment.

Social Wellness

•  Epic Events
  • From TinCaps Night to family days at the zoo, we offer multiple activities throughout the year for employees and their families.
• Employee Resource Group
  • A voluntary, employee-led group formed to bring employees together and centered around a common interest or identity.

Professional Wellness

• Grow Your Career
  • We offer many opportunities to continue your development and growth.
• Performance Feedback
  • Receive regular and constructive feedback from your manager and peers to help you grow and improve.

Financial Wellness

• Annual Profit Sharing & 401k matching
  • Dropping dollars into your 401k. When you contribute 7%, we’ll contribute 3.5%.
• Quarterly Bonus
  • When we perform well, everyone benefits! Receive discretionary bonuses each quarter based on company performance.
• Tuition Reimbursement
  • Getting your first degree? Great! Whatever your major, we’ll help pick up the tab!
• Your Money Line
  • Employer-provided 1:1 financial guidance, education, & tools – so you can stress less about money and enjoy greater stability & confidence.