Customer Service Manager

Essential Functions: 

Safety: 

Embrace the values of the Enpro safety pledge in each of the below responsibilities. Participate in the organization’s safety culture and aim to continuously improve safety within all aspects of your work. 

Respect: 

Foster a work environment that promotes mutual respect of all colleagues and creates an environment focused on a dual-bottom line. 

Excellence: 

Promote the Stemco and Enpro culture around creating value and driving excellence in our organization by: 

• Promote the STEMCO / Enpro Culture by exhibiting the five principles of exemplary leadership: Modeling the Way, inspiring a Shared Vision, Enabling Others to Act, Challenging the Process, and Encouraging the Heart.     

• Oversee customer file maintenance, program changes, freight table and related account information. 

• Supervise technical information and customer satisfaction.  Develop and manage metrics related to customer service, customer satisfaction, inside selling activities, etc. Train, coach and develop CSR’s.   

• Supervise all aspects of account management, including orders, credits, discrepancies, and returned products including annual stock returns.  Supervise credit requirements and internal approval process for new distribution.  

• Build strong internal relations with Marketing, Sales and key strategic Customers in order to be a leader in gaining Voice of Customer, allowing strategic focus to align with the needs of the market. 

• Act as a liaison with IT to maintain and update computer hardware and programming to support order management and customer requirements. 

• Identify KPIs and create reporting tools, reports, dashboards or other solutions to provide performance.   

• Lead STEMCO to invest and implement new technologies, software and other solutions that provide best in class service levels and customer interface.  This may include but not be limited to e-Commerce, EDI, AI, Machine Learning, OCR and/or other tools. 

Qualifications 

• Bachelor’s degree in marketing, business, or related field  

• 5+ years of related experience 

• Excellent written and verbal communication skills 

• Strong project management, multitasking, and decision-making skills 

• Experience with Microsoft Office (Outlook, Word, Excel, O365) 

• Willingness and ability to travel up to 20% and may include international travel o 

• Experience with e-commerce and digital solutions preferred 

• Knowledge and experience of implementing new technologies (AI, OCR, Machine Learning) 

• Willingness to interact with executive leadership in decision-making and report-outs  

• Experience in manufacturing or industrial markets preferred 

• Experience managing a team preferred 

• Knowledge of commercial vehicle market preferred 

EEO and Culture Statement: 

Enpro is a leading provider of engineered industrial products for the processing and general manufacturing industries worldwide. The company operates in two segments: Sealing Products, Advanced Surface Technologies, and Engineered Materials.  

Sealing Technologies-Safeguarding Critical Environments 

Composed of Garlock, STEMCO, and Technetics Group, these businesses leverage a high degree of materials science application expertise, extensive proprietary knowledge, and deep customer relationships to create innovative sealing solutions complemented by value-added systems integration. 

EnPro Industries is an equal opportunity employer. Legal authorization to work in the United States is required. We will not sponsor employment visas now or in the future for this job.