Customer Service Manager

UNDERSTANDING

With a strong understanding of operational and sales goals, this leader reaches into all operational practices to drive out inefficiencies and build consistency in the customer service department and offers insight into the same for the sales department. This leader uses corporate goals and sales goals as a guide to look for improvements throughout the department. They build the strongest relationships with sales and support departments by being upfront and collaborative with team leaders from other departments. They are clear about departmental gaps and help provide guidance and resources to eliminate inefficiencies.

Support all dimensions of Customer Service with a strong emphasis on implementing and executing "Best in Class" Management Process Standards as indicated in the Council of Supply Chain Management Professionals (CSCMP) Process Standards focused on Customer Service: Customer Segmentation; Measuring and Understanding customer profitability; Establish new customer service requirements; communicating customer service requirements; customer requirement documentation; customer request inquiry process; customer complaints process and resolution; customer satisfaction reporting; customer satisfaction - products and services.

Mentor and inspire to improve process flows for delivering expected and exceeding customer expectations. Driving the focus on customer facing "World's Best" organization. Work across an integrated fulfillment process, (customer service, warehousing, transportation, inventory) to translate strategies into a roadmap of specific, integrated initiatives across the supply chain.

CORE VALUES

Our 5 Core Values are more than just words, they're a way of life. We know that companies with a strong culture & a higher purpose perform better in the long run.

• Own It

• Hustle and Refuse to Settle

• Love People

• Act for the Greater Good

• Find a way

WORKING RELATIONSHIP

• Reports to the Director of Logistics and Carrier Management

• Communicates regularly and has a strong relationship with team members in multiple departments.

• Communicates and meets periodically with other departmental leaders.

RESPONSIBILITIES

• Supervision of work habits, order processing, and achievement of company goals with customer service team members.

• Maintain existing sales by customer by category and build additional sales in existing categories and category voids.

• Cold calls on potential customers by phone or in person.

• Assist on sales requests, sample requests and customer requests.

• Drive upselling of manufactured items to current customers and general product pricing discussions

• Communicate in a timely fashion with ACG management on customer issues.

• Assist with mediating customer complaints/issues.

• Communicate any changes in the financial health of customer(s) to the accounting team to investigate.

• Other duties as assigned

REQUIREMENTS

• Technical Skills

• General knowledge of Microsoft Office programs such as Excel & Power Point. ERP experience is a plus.

• Previous experience managing a team of employees and working in a Customer Service and/or Sales role.

• Previous experience working with nationwide retailers is a plus.

• Well versed in company's ERP system and warehouse systems.

• Management Skills

• Strong organizational skills that allow you to effectively manage goals and tasks with varying due dates.

• Naturally curious critical thinker with great follow through.

• Must be able to prioritize and organize multiple tasks to maximize efficiency

• Coach, mentor, and develop staff to successfully grow and evolve skills

• Consciously create a positive workplace culture that encourages creative thinking, gratitude, and a commitment to providing exceptional service.

• Communication

• Well-developed, concise verbal and written communication skills.

• The ability to appropriately communicate organization information through department meetings, one-on-one meetings, email, and regular interpersonal communication as well with other department leaders and Co-Presidents.

• Great verbal, written, and presentation communication skills

• Must be able to speak, read and write in English.

• Minimum (3) three years' experience within customer service / logistics/transportation/supply chain. working in a manufacturing environment.

EDUCATION

• High School or GED minimum requirement, College degree (Logistics / Business) preferred.