Customer Service Manager

Hearthside Foods Lakeville , MN 55044

Posted 4 days ago

Reports to Supply Chain Manager/ Supervises a team of 1-4 Customer Service Representatives

Job Summary:

  • 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.

Job Duties:

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.

  • inquiry

Required Competencies & Knowledge:

Knowledge of:

  • Hearthside shipping/ receiving operation and production schedule.

  • Knowledge and experience with SAP/WMS

Skill in:

  • 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

Ability to:

  • 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

Work Environment:

  • Work is primarily done in an office setting.

Physical Requirements:

  • Sitting at a work station for extended periods of time

  • Stand, walk, climb stairs on an infrequent basis

Minimum Qualifications:

  • Bachelors degree or equivalent combination of education and experience in Customer Service
  • 2 years of more years of relevant Customer Service Industry. Preferably in the manufacturing /production environment. SAP experience preferred
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