Customer Service Manager
Great Kitchens Food Company
Skills
About the Role
Job Title
- Customer Service Manager
Location
- Romeoville, IL
Department
- Customer Service
Reporting to
- President
Key Accountabilities
Reporting to the President, the Customer Service Manager is responsible for handling all aspects of order management for distributor customers. The ideal candidate has a significant role in partnering with and ensuring the long-term success with their portfolio of assigned customers. This person wull manage the day-to-day activities of the Customer Service Team to ensure timely responsiveness to product, delivery, and promotion inquiries and problem resolution. The CS Manager will be a good leader and team player, with strong supervisory skills. This position will also connect with key internal stakeholders to delivery an exceptional customer experience on behalf of Great Kitchens Food Company Inc. The qualified candidate has exceptional interpersonal follow-through and analytical skills. In addition, an ability to manage multiple priorities while meeting deadlines in a fast-paced environment.
Responsibilities
- Key contact to customer purchasing contacts.
- Trains, oversees, and leads customer service team.
- Assists customer service team in managing customer inquiries and complaints.
- Delegating tasks
- Monitors performance of direct reports
- Organize work schedule
- Develop standard work procedures
- Collecting data and preparing reports
- Ensure timely and successful delivery of solutions according to customer needs and objectives.
- Identify and grow opportunities with portfolio of assigned customers to facilitate sales growth.
- Follow best practices related to customer service skills, order management and software.
- Clearly communicate the progress of initiatives on an ongoing basis with sales.
- Work closely with transportation and warehousing to proactively address customer shortage, delivery issues and OS&D resolution (assist in obtaining customer appointments as needed).
- Work with product planning and distribution regarding inventory and transportation issues for a suitable resolution and communicate to customer.
- Interact with the DC and warehouse contacts to facilitate order fulfilment.
- Work closely with accounts receivable to manage customer deductions in a timely manner resulting in resolution and permanent solutions to avoid additional deductions where applicable. Invoice corrections on pricing and pick-up allowance.
- Filing and maintaining customer files.
- Research and coordinate product returns and quality issues.
- Research and process customer deductions.
- Review and address daily KPI Reports.
- Answer and respond to incoming calls and emails in a timely manner.
- Effectively handle customer escalations and identify root cause and section items to reduce and/or eliminate customer issues.
- Assist President and CFO with administrative and Ad hoc projects as needed.Skills, Experience & Qualifications
- Highly motivated individual with attention to detail.
- Ability to work under pressure and meet deadlines
- Strong problem-solving skills
- Excellent Customer Service skills
- Team player who is also able to work independently with little supervision.
- Highly analytical with an ability to interpret data and translate into meaningful summaries and action plans.
- Possess exceptional written and oral communication skills.
- Knowledge of manufacturing supply chain and inventory management principles.
- Proficient in Word, Excel, PowerPoint & SAP.
- Experience in the food and/or manufacturing environment preferred.
- High School diploma and some college (preferred).
- Minimum 3-5 years customer service experience or related experience in a customer interfacing function.
Physical Requirements
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Prolonged periods of sitting at a desk and working on a computer
Work Environment
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Must be able to lift up to 15 pounds at times.
Food Safety/Quality
- Report any issues regarding food safety or quality to supervision and/or quality assurance.
- Report any risks or any evidence of unsafe or out-of-specification product, equipment, packaging or raw materials to a designated manager to enable the resolution of issues requiring immediate attention.