Customer Service Manager

BodyBio•Moorestown, NJ

12d•$75,000 - $80,000

About The Position

The role of the Customer Service Manager is to be the interface between our customers and our supply chain. The CSM will be responsible for the order fulfillment process which includes entering orders, overseeing and assisting in packout, scheduling pickups and closing orders, tracking the delivery status of open and intransit orders, and solving exceptions. The CSM will manage one customer service person and one warehouse shipping person.

Requirements

BS/BA preferred; preferably in Logistics Management, Supply Chain Management, Mathematics, Accounting, Finance or Business Management
At least 3 years of experience as a customer service/order management manager
Strong leadership, relationship building and communication skills.
Excellent problem solving skills
Highly organized and detail oriented
Ability to handle multiple projects simultaneously
High level of proficiency in Excel and MS Outlook.
Experience with order management systems (NetSuite highly preferred)

Responsibilities

Process daily incoming orders and work with accounting team to invoice customers in a timely manner.
Work with warehouse receiving and shipping personnel to pack out orders and verify correct sku, quantities and lot dates are packed out.
For B2B orders, book appropriate transportation to deliver these orders on time: TL, LTL, or small parcel
Prepare the open orders report which tracks the status of the open orders by entering each order received
Review exception report for orders that did not close and close them
Assist with putting orders on hold and then releasing and closing them manually for the correct month they were delivered.
Review any returns and returned orders and process them accordingly
Process sample order requests for conferences, lunch and learns and leads
Maintain customer account information in NetSuite and Shopify
Promote satisfactory resolution of Customer issues, while responding to inquiries within 24 hrs.
Respond to questions/tickets entered into Gorgjas
Document any practitioner complaints and direct them to the appropriate department for resolution
Work to track, problem solve issues.
Collaborate with internal stakeholders and vendors to ensure deadlines are met and all issues are effectively communicated and resolved
Work closely with partners, including internal warehouses and 3rd party providers, to streamline communication and drive process and quality
Be the liason between the CX team which handles ecommerce customer service and our ecommerce fulfillment team.
Monitor customer performance scorecards
Perform root cause analysis on performance deficiencies
Develop corrective actions for above deficiencies
Monitor and ensure corrective actions result in on time improvements
Conduct RFP’s trucking providers, negotiate rates, and establish contracts
Establish monthly inventory reconciliation process and quarterly/yearly physical inventory counts at our warehouses both internal and 3PL
Seek the best truck rate for less than full truck load orders and event orders
Assist internal inventory transfers by finding the best trucking company to make the transfer
Forecast capacity needs with providers and establish capacity growth plans
Manage the processing of freight invoices against established tolerances by ensuring charges are following contractual obligations, provide detail on required payment to include cost center application on a timely basis.
Execute audits on any out of tolerance invoices to determine if any unplanned costs on invoices are valid to process for payment. Also, obtain authorization when the balance exceeds payment limits set by management.
Provide prompt feedback when researching outstanding invoices.
Follow up with service providers on missing invoices
Provide POD’s to accounting
Generating sales reports out of NetSuite
Report order processing and shipping cost per case to share with the team
Support overall supply chain planning, sales operations and expansion projects
Provide business insight into the monthly and quarterly results for warehousing and shipping including forecasts
Create budget for order processing and shipping
Create reporting and communicate insight for Supply Chain leadership team including metric development and dashboards
Identify cost and efficiency opportunities
Perform Ad-hoc analytics and financial decision support
Depending on the needs of the business, the CSM may need to help pick and pack out orders
Receive in, prep and enter all blood tests and fatty acid tests into BioCell
Print billing report from BioCell and give to accounting to charge the doctors’ credit card
Once charged, for each patient print tracking form from BioCell and send to accounting
Email doctors their patients’ reports from BioCell and file hard copies in the filing cabinet.
Enter new doctors into BioCell that send in their account applications
Receive requests from doctors for fatty acid kits, mail them out to doctors, and charge their credit card on file
Update and track Blood test log for number of fatty acid and blood tests generated
Update and track new doctor’s account application log