Customer Service Manager - Order Mgmt & Logistics

Position Summary:

This role is responsible for managing the full lifecycle of customer sales orders, coordinating shipment timelines to ensure on-time delivery, providing shipment tracking updates, collaborating with warehouse teams on special order requirements, and maintaining customer standard operating procedures (SOPs).

Responsibilities/Accountabilities

Customer Service

• Supervise workload and responsibilities of customer service representatives
• Facilitate customer service team training to ensure efficient operation of department
• Maintain overall knowledge of open orders and product line to be able to assist and support customer service representatives as needed
• Coordinate pricing, case information and other important tools necessary to input, ship and invoice orders accurately
• Develop departmental process designs
• Build and maintain effective customer service team
• Ensure customer needs are satisfied
• Assist customer service representatives in complex customer issues or concerns

Work with Leadership team to achieve annual business and department goals and objectives

Oversee assigned customer accounts

Coordinate account assignment to customer service representatives within the department

Supervise Customer Service Representatives

• Timecard and payroll review
• Approve PTO requests to maintain adequate coverage for customer service department
• Manage performance of team members
• Train representatives on current procedures and ensure procedures are current

Supervise proofing process for all sales orders. Verify pricing on orders. Verify orders are processed to meet customers requested delivery dates or contact with proposed alternate ship and estimated delivery dates

Maintain price lists by customer and specialty accounts

Verify orders are shipped as scheduled and inform sales of any shipments not arriving as scheduled

Perform all other duties as assigned

Qualifications

• Experience in manufacturing/customer service
• Capable of communicating effectively, orally and in writing
• Proven ability to coach/mentor staff and ability to write training aids/procedures
• Strong organizational and planning skill
• Previous selling experience a plus
• Strong leadership, decision-making, and communication skills (customers, employees and suppliers)
• Strong interpersonal and relationship building skills.