To proactively manage people, processes, and systems in order to guarantee excellence in customer service. To ensure the company's customers receive on time delivery and accurate and timely information, while building positive customer relationships.
Essential Duties & Responsibilities:
Develop, implement, monitor, and update procedures for effective and efficient operation of customer service team to ensure on time delivery and enhanced customer satisfaction
Train, coach, counsel, motivate and manage customer service reps in order to meet a high standard of customer service
Review and delegate daily work of customer service reps to properly prioritize orders in coordination with shipping manager to ensure shipping deadlines are met
Guarantee customers are kept informed of order status and changes
Respond to customer inquiries, problem solve and handle any major issues in a professional and effective manner with focus on building strong and positive customer relations
Identify opportunities to drive process improvements to positively impact the customers' experience in their interactions with customer service dept.
Provide feedback to improve or prevent recurrence of customer service failures and to achieve long-term and effective problem resolution
Act as in house sales support for House Accounts
Communicate customer concerns with sales team
Report to management on shipping schedules, delays, problems, etc.
Assist customer service reps/procurement/sales team in troubleshooting orders or issues requiring special attention until the customer is satisfied
Manage inventory following FIFO standard for lot selection in accordance with customer preapproved lots and packaging requirements
Monitor RMA inventory, inventory of expired lots for reevaluation, obsolete inventory, and subsequent disposition of products
Review customer invoices and ensure they are forwarded in a timely manner to customers' A/P depts.
Manage and maintain data base of customer service documents
Oversee all ETQ files and insure they are updated and closed in a timely manner
Perform customer service representative duties as necessary
Handle any customer service project assigned
Understand and execute all necessary requirements for ISO 9001
Remain accountable for all defined responsibilities as defined by ISO 9001 process flows
Monitor RMA inventory, inventory of expired lots for reevaluation, obsolete inventory, and subsequent disposition of products
Review customer invoices and ensure they are forwarded in a timely manner to customers' A/P depts.
Manage and maintain data base of customer service documents
Oversee all ETQ files and insure they are updated and closed in a timely manner
Perform customer service representative duties as necessary
Handle any customer service project assigned
Understand and execute all necessary requirements for ISO 9001
Remain accountable for all defined responsibilities as defined by ISO 9001 process flows
Competency:
Possess a positive attitude with focus on building strong and beneficial customer relations
Ability to act in a leadership capacity in a results-oriented environment
Skilled in prioritizing workload and performing well in a fast- paced environment
Excellence in reasoning, negotiation and problem solving
Superior written, verbal, and interpersonal communication skills
Strong attention to detail and accuracy
Well organized with the ability to multi-task, take initiative, examine possibilities, and present options to manager
Ability to tactfully handle issues that may arise from customer conflict
Qualifications:
Required:
High School Diploma or GED
Fluency in English
Knowledge of Microsoft Office; Word, Excel, PowerPoint, Office 365
2 years of prior working experience in a customer service management role
Preferred:
College degree in related field
Advanced knowledge of Oracle and AS400
4 plus years of prior work experience in customer service management