Customer Service Manager
About The Position
The primary role of the Customer Service Manager is to oversee total internal and external customer care. The duties for this position include but are not limited to the following: Offer guidance and insight to all requests of Customer Service. Manage a staff of three customer service / logistics representatives. Ensure accurate and timely order and shipping processes. Forecast inventory levels and reorder points for specific co-pack customers and special-order products moved from east and west. Maintain inventory of third-party cold storage facility. Notify internal employees of all new or discontinued product master files. Orchestrate PO processing and shipments with Sales, Production and Traffic for specific co-pack customers according to set time lines. Work with AR to monitor customer credit limits and hold status. Maintain SOP for Customer Complaint Process. Prepare and report all shortages and documented customer complaints weekly. Build and process EPM reports. Conduct department training and informational meetings as needed. Set internal standards and proactively seek to improve processes.
Requirements
- High school diploma or equivalent
- Prior management experience preferred
- Quick learner with a keen attention to detail
- Demonstrated ability to keep projects moving and excellent follow-through
- Strong analytical and organizational skills
- Talent for interacting with individuals at all levels of the organization
- ERP experience required
Nice To Haves
- some college preferred
- Aptean Ross preferred
Responsibilities
- Offer guidance and insight to all requests of Customer Service.
- Manage a staff of three customer service / logistics representatives.
- Ensure accurate and timely order and shipping processes.
- Forecast inventory levels and reorder points for specific co-pack customers and special-order products moved from east and west.
- Maintain inventory of third-party cold storage facility.
- Notify internal employees of all new or discontinued product master files.
- Orchestrate PO processing and shipments with Sales, Production and Traffic for specific co-pack customers according to set time lines.
- Work with AR to monitor customer credit limits and hold status.
- Maintain SOP for Customer Complaint Process.
- Prepare and report all shortages and documented customer complaints weekly.
- Build and process EPM reports.
- Conduct department training and informational meetings as needed.
- Set internal standards and proactively seek to improve processes.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
High school or GED
