Job description

Job Summary:

The Customer Service Manager will utilize both technical expertise and interpersonal skills to manage staff and provide the highest level of service and support to internal and external customers. The manager will oversee handling of call center transactions, order processing, inventory management, invoice creation, SAP data inputs, and logistics. This position will support all departments to include but not limited to, production, warehouse, accounting, sales and marketing and supply chain as well as all business units.

Job Responsibilities:

• Customer Care: Maintain customer satisfaction by providing world class service to both external and internal customers with accurate, up-to-date information on products, product pricing, and order status.
• Problem Solving: Address and resolve problems regarding supply chain, delivery dates, pricing, and invoicing.
• Administrative: Manage customer service staff by communicating job expectations and performance. Provide assistance with developing annual goals, provide mid-year assessments, and end of your reviews.
• Process Improvement: Identify ways to improve customer service activities and develop and implement standard operating procedures
• Collaboration and Cooperation: Ability to work through various situations to achieve desired results by interfacing with co-workers, supervisors, and customers, and vendors. Actively listens and communicates respectfully and effectively. Willingness to follow direction from superiors.

• Manage Export/Import functions: Ensure proper arrival and customs clearance for international shipments, both import and export. Follow up on all Imports to insure paperwork is received timely to avoid demurrage charges. Communicate daily with Broker, (Worldwide Logistics) to insure the flow of goods goes unhindered. Create International customer orders in SAP (including some Domestic orders). Keep ALL import paperwork accessible and neatly filed for a period of 5 years due to US Customs Regulations.
• Manage Logistics Operation: Advise Customer Service / Supply Chain / Sales & Marketing on any and all Logistical issues inclusive of cost analysis, carrier selections, JIT related issues, industry trends etc. Continually improve knowledge base of ever changing transport and HAZMAT regulations. Lend Logistical support to Sales and Marketing when it comes to dealing directly with customers. This may include teleconferences or meeting directly with customers.

REQUIRED EDUCATION, SKILLS, ABILITIES, AND EXPERIENCE:

• Minimum 3 years of experience as a Customer Service Manager
• Proficiency in MS Office
• Expert SAP user
• Ability to maintain professionalism while under pressure
• Five (5) years in logistics
• Five (5) years experience in procurement
• 3 Years experience in Import/Export activities
• Excellent written and verbal communication skills
• Strong relationship building mindset and willingness to work through influence

PREFERRED EXPERIENCE & SKILLS:

• Bachelor's Degree from accredited college/university
• Strong organizational and planning skills
• Ability to work in a fast-paced environment

Reports to: Supply Chain Manager

Supervisory Responsibilities:

• Number of direct reports – 2
• Number of indirect reports – None
• Budget responsibilities – None

Job Type: Full-time

Pay: From $90,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Tuition reimbursement
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Supplemental pay types:

• Bonus pay

Work Location: In person

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