Customer Service Manager

Basic Purpose

We are seeking a dynamic Customer Service Manager that will ensure orders are received, correctly entered, and filled. That will provide excellent problem resolution with the ability to communicate clearly to all stakeholders. In addition, the Customer Service Manager will provide leadership and assign responsibilities; train, monitor and improve the performance of reporting staff in accordance with Company policies and government regulations.

Essential Job Duties & Responsibilities:

1. Receive and process incoming telephone, fax, or EDI Sales and Return orders; maintain records on daily transactions.

a. Enter orders into system as received. Confirming accurate pricing,

promotions, SKUs, and ship date.

b. Inform Production of orders as received for Production Planning.

c. Inform customers of shortages prior to delivery of product.

d. Resolve problems with deliveries, credits, and complaints.

e. Maintain up-to-date customer files.

f. Complete customer forms as necessary.

g. Update promotion log with pending promotions.

h. Manage daily VMI for Trader Joe’s.

2. Maintain proficient knowledge of product lines including current, new and seasonal offerings as well as catalog and deviated pricing. Hold knowledge of such information in strict confidence as defined by the Company Confidentiality Agreement.

3. Develop CSRs by continually reviewing performance, ongoing coaching, team development, and cross-training.

4. Work closely with Sales and Operations (including Scheduling and Shipping) across the company to ensure sufficient quantities of products are available to meet current and forecasted sales.

5. Compile, monitor, and provide resolution to customer complaints in a timely manner within established guidelines.

6. Maintain and update customer service SOPs, standards, workflows, and escalation procedures.

7. Assist in developing Holiday shipping schedules with the Warehouse Manager.

8. Active participation in the execution of Thanksgiving and Christmas holiday orders from planning and order entry to production and delivery. Manage, delegate, and resolve any customer issues that arise to assure a well-serviced experience for our customers.

9. Determine the proper allocation of shortages among a group of customers and/or among distribution centers for given customers when shortages exist.

10. Facilitate the order entry, scheduling, and delivery of orders that did not ship or were shipped short and require immediate attention.

11. Set up new customer accounts once approved by the SOP committee and Credit has been granted.

12. Develop and maintain Customer Service goals and KPIs such as response time, order accuracy, complaint resolution time, customer satisfaction, service-level expectations, or department scorecards.

13. Monitor and ensure completion of the department’s work, and coordinate resolution of issues.

14. Conduct performance evaluations for Customer Service Representatives per company guidelines.

15. Perform other related responsibilities, as needed, to support company business objectives.

Supervisory Responsibilities

Manage 4 team members in the Customer Service Department. Carry out supervisory responsibilities in accordance with the organization’s policies and applicable laws. Responsibilities include interviewing, hiring and training employees; planning, assigning and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Skills/Knowledge/Abilities

Ø Bachelor’s degree in business or equivalent in experience.

Ø 5 years Customer Service experience, with at least 3 years in a supervisory role.

Ø Ability to plan, organize and complete work in a timely manner.

Ø Strong interpersonal skills. Good judgment and strong problem resolution skills.

Ø Proficiency with data entry and computer software, including EDI and advanced Word and Excel skills.

Ø Ability to work effectively with all Company stakeholders and motivate Customer Service staff to meet/exceed expectations.

Ø Ability to successfully manage multiple priorities in a fast-paced environment.

Physical Demands

Sitting 75%

Walking 15%

Standing 10%

Near acuity (clarity of vision at 20 inches or less)

Speaking-ordinary speech

Hearing-ordinary conversation

Fingering-computer keyboard

EEOC

Pay: $60,000.00 - $90,000.00 per year

Benefits

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

Work Location: In person