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:

1. Manages all department aspects including personnel on a day-to-day basis.
2. Plans and schedules the work shifts for the most effective utilization of employees, equipment, and material within budgetary, cost and quality standards.
3. Addresses any escalated calls, purchase orders or inquiries from customers and shipping carriers.
4. Helps the departmental team develop and achieve goals, action plans, and time tables.
5. Monitors customer service workflow, phone call/work volumes, and quality of service.
6. Develops relationships with customers, inter-office personnel and outside sales reps to promote goodwill and generate new business.
7. Reviews and updates current SOP’s, identifies any areas in need of improvement, recommends and implements strategic plan of action.
8. Takes the lead in the implementation and training of staff for any new software or ERP’s introduced.
   

JOB REQUIREMENTS:

1. Minimum of a Bachelors Degree required
2. Minimum of 5+ years of previous customer service/order fulfillment experience in a call center environment
3. Must have minimum of 5+ years of supervisory experience
4. Strong track record of accounting principles such as reconciliation and aging of invoices for both B2B and B2C accounts.
5. Prior experience in the vitamin/supplement/nutrition industry preferred.
   

Job Status:Full-Time, Exempt

Schedule:Monday through Friday (Hours TBD), may be required to work on Sundays