Customer Service Manager

About the Position

Directs and coordinates activities of the quality division of the logistics operation to obtain optimum control of quality performance by performing the following duties personally or through subordinate warehouse and traffic clerks: maintaining reporting quality performance, managing quality associates, developing supervisors, warehouse clerks, and managing customer relationship. Directly supervises 12-15 warehouse/traffic clerks.

Functions

• Ensures the Welcome Center personnel (assigned warehouse and traffic clerks) comply with standard operating procedures, personnel policies and workload demands.

• Manages customer service, utilizing sound security policies and procedures consistent with good accounting and distribution practices.

• Ensure clerks complete check in/out procedures for proper financial tracking in an accurate and timely manner

• Manages customer aged/expired products daily and eliminates waste with her team per customer policies

• Oversee daily audits of shipments each day and send to customer a completed task list for revenue control.

• Engage weekly with Inventory team to ensure date changes, potential issues, and all "Fire Sale" product is transitioned properly to orders and then accounted for properly per financial codes

• Hires and downsizes staff, as needed

• Ensures the site's commitment to Kenco Operating System (KOS).

• Plans, develops, and implements organizational policies and goals. Supports and works closely with safety, human resources, and engineering to promote productivity improvement programs. Ensures implementation of network best practices in the facility

• Makes decisions, often difficult and/or unpopular, by carefully weighing pros and cons and acting for the benefit of the work team; coaches/supports subordinates in their decision-making efforts.

• Identifies specific opportunities for long-term change within own work team or product/service.

• Builds customer relationships, interprets customer needs and assesses their business requirements.

Qualifications.

• Bachelor's degree in management, logistics, or engineering from four-year college or equivalent years of experience required

• 7-10 years' experience in logistics or manufacturing management; or equivalent combination of education and experience.

• Proven quantifiable management skills

• Proven verbal and non-verbal communications skills

• Six Sigma and Lean experience preferred

• Ability to effectively compose routine reports and correspondence.

• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.

• Ability to interpret a variety of instructions furnished in written, oral, diagram or schedule form.

• Ability to speak effectively before groups or customers or employees of the organization.

• Miscellaneous tasks as assigned by the Director of Operations.

• Proficient skills in MS Word, Excel, Outlook and PowerPoint.

Competencies

• Business Acumen

• Knowledgeable in current and possible future policies, practices, trends, technology, and information affecting his/her business and organization.

• Communicate for Impact

• Devoting the time and resources necessary to communicate the strategic vision, direction, priorities, and progress of the team for which you are responsible.

• Leading People

• Ability to develop and implement strategies to maximize employee performance and foster employee engagement in meeting the organization's strategy.

• Managing Transitions / Change Management

• Effectively plans, manages and communicates changes in processes with appropriate stakeholders.

• Relationship Management

• Building and maintaining relationships with internal partners to successfully complete projects and organizational objectives.

• Strategic Agility

• Gains perspective and balances the pressure between daily tasks and strategic actions that impact the long-term viability of the organization.

Travel Requirements

• This position is expected to travel approximately 10% or less.
• A passport is not required but recommended.

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