Manager, Customer Service

Premium Waters•Riverside, MO

2d•Hybrid

About The Position

Premium Waters, Inc. is seeking a Customer Service Manager for the Kansas City area. The role is responsible for ensuring customer orders are managed to the highest standards. It supervises and trains the customer service team, ensures company policies are followed, handles customer inquiries, and resolves customer problems. The position works closely with customers, sales, production planning, transportation, and accounts receivable to manage orders from receipt through delivery and support timely, accurate service. Some travel is required. The work is primarily in an office with some exposure to plant and manufacturing locations. A hybrid schedule may be possible after initial training and onboarding.

Requirements

Bachelor’s degree or equivalent experience.
Five years of supply chain experience.
Previous supervisory experience.
Strong facilitation, organizational, and oral and written communication skills.
Strong computer skills.
Effective negotiation skills and the ability to listen.
Positive attitude and ability to multitask.
Ability to work independently, take initiative, and adapt to changes in workload.
Ability to meet deadlines and maintain accuracy and confidentiality in a fast-paced team environment.
Ability to work independently and simultaneously on multiple projects.
Knowledge of administrative and clerical procedures and systems, including word processing, managing files and records, designing forms, and office procedures and terminology.
Knowledge of English reading, writing, oral comprehension, and oral and written expression.
Knowledge of customer service principles and processes, including assessing customer needs, meeting service quality standards, evaluating customer satisfaction, and identifying ways to help customers.
Ability to weigh the relative costs and benefits of potential actions, use logic and reasoning to assess solutions, and identify complex problems and implement solutions.
Ability to stay current on industry and regulatory standards.
Some travel required.

Nice To Haves

At least two years of manufacturing experience with a beverage, food, or liquid consumer products manufacturer is preferred.

Responsibilities

Measure company performance against customer expectations.
Train customer service teammates and oversee the department's teammates and processes.
Provide exceptional customer service through timely and accurate communication.
Handle escalated customer service issues with Customer Service Account Specialists.
Proactively communicate the status of open orders to customers.
Develop the daily load plan and schedule and track customer loads.
Facilitate resolution of orders that do not meet customer needs.
Manage customer orders from receipt through delivery.
Work with transportation carriers.
Process EDI and non-EDI orders, ensuring relevant information is complete and accurate.
Set up and maintain customer information in the ERP software system.
Work with sales to understand and execute customer plans.
Coordinate with production planning and transportation at multiple facilities to ensure orders are filled in full and on time.
Learn and use customer systems as required.
Create and maintain customer order forms.
Work closely with accounts receivable teammates and processes.
Perform other related work as required.