Customer Operations Manager

Position Summary:

The Customer Operations Manager will be responsible for managing a team of Customer Operations Reps. The Customer Operations Manager will mentor and develop the CS team to maintain the highest level of customer satisfaction. The manager will work to maintain customer satisfaction by process improvements, continual communication with team, Operations management and sales.

Essential Job Functions:

• Providing help and advice to Customer Operations team on daily workload and issues as they arise

• Coaching, counseling and writing reviews for employee

• Investigating and solving issues that are escalated and finding solutions or providing appropriate feedbac

• Completing and improving on customer service procedures, process improvements, mentor program and training document

• Provide weekly product availability reports to Customer Service, Sales and Customers

• Ensure CS team is completing daily tasks by confirming work completion and running various SAP report

• Communicating and interacting with a multitude of internal areas including Sales, Transportation, Production Planning, Inventory Control, and Accountin

• Communicating and interacting with a multitude of external customers including Carriers, Distributors, Brokers, and Warehouse facilities

• Develop and report on Customer Service metric

• Review and escalate trends with carriers and/or customers to appropriate groups for resolution/solution.

Position Requirements:

• SAP experience preferred

• Previous customer service experience and International Customer Service experience a plus

• Excellent written and verbal communication skills

• Must be able to think strategically and to lead

• Must be able to understand issues and help create solutions

• Superior attention to detail

• Positive attitude, self-motivated and ability to work in a fast paced environment

• Excellent multi-tasking and organizational skills

• Microsoft Office

• Ability to research, gather and organize information thoroughly

Base Pay Range: $68,000 - $70,000