Reports to Supply Chain Manager/ Supervises a team of 1-4 Customer Service Representatives
Oversee the customer service department and enforce company and customer policies.
Manage the staff and coordinate time off to have appropriate back ups on hand.
Handle designated customer accounts on a daily basis.
Prepare and train staff on new developments, projects and customers.
Duties may include, but are not limited to the following:
Maintain broad knowledge of customer products, promotions, or services Introduce new customers or carriers to the entire customer service staff and their expectations.
Manage designated customer orders and schedule orders for delivery.
Initiate status reports to customers when delays occur in responding to an Coordinate shipping scheduling with multiple facilities and also schedule intercompany transfers.
Recommends potential issues to management by collecting customer information and analyzing customer needs.
Schedule conference calls with customers or carriers to develop working relationships..
Facilitate training on new developments with SAP/Yardview
Interacts with customer and carriers via phone or e-mail on a regular basis.
Alerts management or operations of any special loading instructions/ requirements based on customer expectations or requests.
Manage and coordinate time off with the department staff to maintain high service levels.
Hearthside shipping/ receiving operation and production schedule.
Knowledge and experience with SAP/WMS
Ability to handle both customer and employee issues.
Assessing customer needs to resolve promptly and efficiently
Adjusting to the changing schedules driven by the customer.
Building customer confidence with proper follow through
Writing effective e-mails to customers and carriers.
Diffusing dissatisfied customer or carriers with calm, confident answers or solutions
Supervise and lead all customer service representatives.
Communicate effectively both verbally and in writing to all customers and carriers.
Have knowledge of all customers and their expectations.
Project HFS as world class production facility who can do whatever is asked.
Proficiency in: MS Office Suite, SAP, Yardview
Sitting at a work station for extended periods of time
Stand, walk, climb stairs on an infrequent basis