Manager, Customer Service

Premium Waters•Riverside, MO

17d•Hybrid

About The Position

Premium Waters, Inc. is seeking a Customer Service Manager in the Kansas City Area. The role is responsible for ensuring customer orders are managed at a high level, supervising and training the customer service team, supporting compliance with company policies, responding to customer inquiries, and resolving customer problems. The position oversees customer-service processes from order receipt through delivery and works closely with customers, sales, transportation carriers, production planning, accounts receivable, and teams at multiple facilities. Some travel is required. Most work is performed in an office setting, with some exposure to plant and manufacturing locations. A hybrid schedule may be possible after the initial training and onboarding period.

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; self-starter and energetic.
Ability to understand financial information and communicate it across the organization.
Flexibility to 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-language structure, including 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 looking for ways to help people.
Ability to consider costs and benefits of potential actions to choose appropriate solutions.
Ability to use logic and reasoning to identify strengths and weaknesses of alternative solutions, conclusions, or approaches.
Ability to remain current on industry and regulatory standards.
Ability to identify complex problems, review related information, develop and evaluate options, and implement solutions.

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.
Provide timely and accurate communication to customers.
Handle escalated customer service issues with Customer Service Account Specialists.
Oversee customer service teammates and department processes.
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 and ensure relevant information is present 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.
Travel as required.