Manager Customer Service

Summary

Manager Customer Service

The Customer Service Manager is responsible for supervising associate performance and development on a daily basis. Works with associates to ensure client and customer goals and objectives are being delivered. Responsible for associate timekeeping and all administrative functions involved with supervising associates.

Responsibilities

Essential Job Duties and Responsibilities:

1. Supervise day-to-day responsibilities to ensure associates are in the best position to meet client/customer goals.
2. Resolve associate conflicts, concerns, and opportunities in order to enable associates to effectively perform their duties.
3. Keep Director Supply Chain informed of any critical issues.
4. Maintain accurate associate timekeeping, paid time off, and appointments.
5. Recruitment Process, including resume review, interviews, onboarding & training.
6. Meet regularly with Supply Chain Director to discuss associate engagement, performance, and opportunities.
7. Maintain own clients/process orders EDI and manual/scrub all orders to ensure order quantities, pricing, lead times, promotions are accurate. Work with Supply Chain to ensure orders shipped complete. Advise customers of short shipments. Ensure all 945’s (B/L) are received so customers can be invoiced. Work with customer on any changes to orders or appointment resolution.
8. Support Advantage audit requirements on proof of delivery and purchase order support for invoice revenue recognition.

Supervisory Responsibilities

Direct Reports: Hires, retains, trains, coaches, guides, directs, and develops direct reports using company-wide processes, tools, and resources.

Indirect Reports: This position does not have guidance or mentoring responsibilities for indirect reports.

Travel and/or Driving Requirements

Travel and Driving are not essential duties or functions of this job.

Minimum Qualifications

The following are the minimum job-related qualifications which an individual needs in order to successfully perform the essential duties and responsibilities of the job:

Education Level:

• (Required): High School Diploma or GED or 5+ years of customer service experience.
• (Preferred): Bachelor's Degree or 1-2 years lead or supervisory experience.

Field of Study/Area of Experience:

• 1-3 Years of experience in Customer Service Supervisory Role.

Skills, Knowledge and Abilities:

• Excellent Customer Service Skills.
• Basic Computer Skills, including Microsoft Word, PowerPoint, Excel, Access, Outlook, & web browsers.
• Strong Written & Verbal Communication Skills.
• Supervising Skills, to include Delegating Responsibility, Training, & Evaluating Performance.
• Research & Analyzing Skills.
• Strong Prioritizing Skills.
• Well Organized, Detail Oriented, & able to Handle Fast Paced Work Environment.
• Strong data entry skills.

Environmental & Physical Requirements

Typically requires the ability to sit for extended periods of time (66%+ each day), ability to hear telephone, ability to enter data on a computer and may require the ability to lift up to 5 kgs.

Additional Information

The Company is committed to providing equal opportunity in all employment practices without regard to race, national or ethnic origin, colour, religion, age, sex (including pregnancy and childbearing), sexual orientation, marital status, family status, physical or mental disability or pardoned criminal convictions, or any other category protected by law.

The above job description is meant to describe the general nature and level of work being performed; it is not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required for the position. The Company reserves the right at any time with or without notice to alter or change job responsibilities, reassign or transfer job position or assign additional job responsibilities. The Company shall provide reasonable accommodations of known disabilities to enable a qualified applicant or employee to apply for employment, perform the essential functions of the job, or enjoy the benefits and privileges of employment as required by the law.

Employee understands that neither the provision of the Job Description nor any representation in this document creates a guarantee or contract of employment for any specified period of time or changes the nature of Employee’s employment, which can only be modified in a writing signed by the CEO.