Customer Service Manager

Effectively manage the service to customers with respect to the receipt and processing of orders. Ensure a high degree of service is providing and customer needs are met as deemed appropriate by policy or practice. Continuously demonstrates and maintains an environment in support of anticipating customer needs and exceeding service expectations. Ability to identify and address potential challenging issues related to servicing the customer and be proactive in finding solutions especially as it relates to the electronic transfer of order into our system an invoices and advanced ship notices back out to the customer.

Job Duties & Responsibilities:

• Manage the customer service function for the company with responsibility for ensuring orders are processed as agreed upon.
• Ensure Advanced Shipment Notices (ASN’s) and invoices are transmitted to customers in a timely fashion.
• Manage the customer service contact lines; ensure customer contacts are directed as appropriate, resolutions provided and needs addressed.
• Develop, maintain, and manage a positive working relationship with team members in the Sales department; maintain a clear understanding of customer expectations, needs, and issues.
• Maintain an up-to-date knowledge of inventory levels, distribution capabilities, and shipment issues.
• Regularly communicate order statues, shipment updates, pricing, inventory levels etc. with shipment and trade customers.
• Develop, maintain, and facilitate an environment of collaboration between Customer Service and other department including Sales, Credit, and Demand Forecasting.
• Monitor and manage department expenditures; provide input on departmental budgetary needs.
• Maintain up-to-date knowledge of product lines, models, and accessories.
• Assist in training of new and/or seasonal team members as well as assist in implementing a cross training program for Customer Service and Traffic team members.
• Monitor and help in reducing fines related to Customer Service goals with constant communication with Distribution on shipping issues, concerns and possible fines.
• Follow internal procedures for order processing. Review procedures and functions on an ongoing basis making recommendations for improvements.

Qualifications:

• Associates Degree required or equivalent five (5) years of experience in EDI transmissions
• Five (5) years of customer service experience supporting large scale customers
• Knowledge of Electronic Data Interchange (EDI) order placement and invoicing
• Excellent verbal and written communication skills
• Interpersonal skills and the ability to effectively develop professional positive relationships with customer contacts.
• Analytical and problem solving skills.