Job Id: 1327087_1678140017 Apply Now

POSITION SUMMARY:

The Customer Service Manager must plan, coordinate, and control the activities of the customer service team. This role also partners with our international team to ensure our international shipment go smoothly. As a leadership position, the person is this role is expected to drive forward the goals of the organization including partnering with other department heads, as well as maintain and enhance customer relationships. This role also is responsible for overseeing the technology related to the department such as our phone systems and EDI.

RESPONSIBILITIES/DUTIES:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Evaluate and manage staff performance to agreed customer service levels and standards
  • Plan, prioritize, and delegate work tasks to ensure proper functioning of the department
  • Ensure the necessary resources and tools are available for quality customer service delivery
  • Review customer complaints and track customer complaint resolution
  • Staff training and coaching needs
  • Develop and implement customer service policies and procedures, i.e. Work Instructions
  • Identify and implement strategies to improve quality of service, productivity, and profitability

• Liaise with company management to support and implement growth strategies
• Coordinate and manage customer service projects and initiatives
• Ensure budget requirements are met

• Manage the export process and ensure compliance with U.S. and foreign government laws and regulations, and international law
  • Processes International orders to be shipped
  • Expedites export arrangements and maintains current information on export tariffs, licenses, and restrictions
  • Oversees the completion of necessary documentation associated with international distribution
  • Work with other departments to establish and maintain relevant export activities
  • Serves as liaison with manufacturing, engineering, quality assurance and shipping personnel on production orders
  • Communicate with export related authorities, sales representatives, and customers to ensure efficient, positive relations
• Monthly/weekly collaboration calls with customers as needed to solidify communications, product flow, and order acknowledgement
• Monitor and analyze data and accuracy of reporting data base information to determine customer service output levels
• Manage EDI document processing & relationships with EDI service providers
• Provide weekly department metrics to management
• Provide individual weekly measurements to CSRs
• Manage preseason order processing & reporting
• Manage unauthorized return processes
• Manage discrepancy claims & shipment validation reports
• Manage returns & credit processing, RMAs/SROs
• Manage Popp telecommunications system
• Manage all office supply ordering processes
• Run department audit reporting to verify accuracy

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