JOB TITLE: Customer Service Manager
DEPARTMENT: Customer Service Department
DATE: 4-1-2019
CLASSIFICATION: Exempt
PAY RATE: $65,000-$70,000 DOEE
POSITION DESCRIPTION: The Customer Service Manager is responsible for managing both B2B and B2C departments to ensure customer orders are accurately fulfilled for both channels.
Additionally, this position will work closely with Marketing, Production, Compliance, Inventory, Sales, Accounting and Credits to ensure overall customer satisfaction.
This role provides team members with the appropriate training, tools, direction and motivation to meet company objectives.
TECHNICAL RESPONSIBILITIES:
Manages all department aspects including personnel on a day-to-day basis.
Plans and schedules the work shifts for the most effective utilization of employees, equipment, and material within budgetary, cost and quality standards.
Addresses any escalated calls, purchase orders or inquiries from customers and shipping carriers.
Helps the departmental team develop and achieve goals, action plans, and time tables.
Monitors customer service workflow, phone call/work volumes, and quality of service.
Develops relationships with customers, inter-office personnel and outside sales reps to promote goodwill and generate new business.
Reviews and updates current SOP’s, identifies any areas in need of improvement, recommends and implements strategic plan of action.
Takes the lead in the implementation and training of staff for any new software or ERP’s introduced.
Ensures short ships, returns and miss-picks are successfully researched and disputed.
Prepares daily department reports measuring productivity and capturing unfulfilled orders.
Manages all human resources-related issues, such as payroll, hiring, training, counseling, disciplining, performance evaluations, incentive plans, conflict resolutions, to name a few.
Creates, maintains and implements metrics to track staff attendance, performance, ensures an effective performance tracking and feedback system is in place.
Oversees the successful delivery of incoming packages and carrier deliveries.
Performs any other duties as may be assigned by manager.
JOB REQUIREMENTS:
Minimum of a Bachelors Degree required
Minimum of 5+ years of previous customer service/order fulfillment experience in a call center environment
Must have minimum of 5+ years of supervisory experience
Strong track record of accounting principles such as reconciliation and aging of invoices for both B2B and B2C accounts.
Prior experience in the vitamin/supplement/nutrition industry preferred.
Strong verbal and written communication skills.
Ability to multi-task, prioritize responsibilities and be detail oriented
Strong follow through, organizational, and leadership skills
Strong computer skills and proficiency in Microsoft Office programs
Excellent problem resolution skills
Adaptable in a fast-paced environment.
Excellent work ethic
Local candidates only (Los Angeles, CA location)
Must be agreeable to posted wage.
Job Status: Full-Time, Exempt
Schedule: Monday through Friday (Hours TBD), may be required to work on Sundays
PHYSICAL DEMANDS
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.
While performing the duties of this job, the employee is required to occasionally alternate between sitting and standing positions.
The employee frequently is required to reach with hands and arms, use hands and fingers to handle controls, computer and mouse; talk and hear.
The employee is occasionally required to walk, stand, stoop, and lift as required to file documents or store materials throughout the work day.
Specific vision abilities required by this job include close vision and the ability to adjust focus.
Proper lifting techniques required.
May include lifting up to 25 pounds on occasion.
Job Type: Full-time
Pay: $65,000.00
– $70,000.00 per year
Experience:
supervisory: 5 years (Preferred)
Customer Service and Order Fulfillment: 5 years (Preferred)
Education:
Bachelor’s (Preferred)
Work authorization:
United States (Required)
Benefits offered:
Paid time off
Health insurance
Dental insurance
Healthcare spending or reimbursement accounts such as HSAs or FSAs
Other types of insurance
Retirement benefits or accounts
Education assistance or tuition reimbursement
Employee discounts
Workplace perks such as food/coffee and flexible work schedules