Job Description
THE COMPANY Here at Encore Glass, we are dedicated to providing the best service and highest quality products in the industry. Forty plus years ago, we began sterilizing and recycling bottles for Northern California wineries (letting the bottles perform an ‘encore’). As we learned more about the needs of the vintners we serve, we expanded to import and distribute glass and expanded to offer services like custom printed boxes, decorated bottles, and custom molds. Millions of cases later, we are still led by the same family and the same values for our customers and our employees.
We are looking for Business Services Manager to oversee two key departments - Customer Service and the Center of Excellence. This is a robust, high-stress role that touches every aspect of the company, as well as our customers. Strategy and exemplary people skills are the key to your success in this role. As the Business Services Manager, no day will ever be the same; your leadership and influencing skills are a must in your success and ability to thrive in the role.
We offer an exceptional culture filled with comradery, respect and fun! We care and believe in our employees and are looking for someone to complement our team and add value to our organization.
This is position reports to our VP of Operations.
WHAT YOU WILL BE DOING/THE ROLE: • POLICY AND PROCEDURE DEVELOPMENT: In partnership with the Customer Service Manager & Center of Excellence individuals develop and implement policies and procedures designed to increase customer satisfaction and enhance efficiencies across the organization. • ANALYSIS & METRICS: In partnership with the Process Deviation Specialist create, maintain and oversee company metrics and analytics across the organization. • PD REVIEW AND RESPONSES- Oversee and manage all PDs for Customer service. Direct the Customer Service Manager to provide response to open PDs with a corrective action or proposed solution within 3 business days. Ensuring that PD’s are entered accordingly by the CSR’s as well as investigating any errors the CSR’s have made and creating and/or updating SOP. The Director of Sales Administration is responsible for taking further disciplinary action if and when needed on repetitive mistakes. • RELATIONSHIP BUILDING: maintain and improve relationships cross-departmentally including but not limited to, warehouse, accounting, sales, procurement, and logistics. • SALES MANAGEMENT: partner with sale team to ensure customer satisfaction and customization reporting based on customer needs. Check in quarterly with sales staff on CSR performance. • DEFINE AND MAINTAIN SERVICE STANDARDS: In partnership with the Customer Service Manager, define and communicate customer service standards. The Director of Sales Administration assess each representative’s knowledge and compliance with standards and coaches and develops representative to proficiency. • SUSTAIN CUSTOMER SERVICE LEVELS: Work to achieve and sustain stipulated customer service levels and standards. • MANAGE DAILY OPERATIONS: Direct and manage the daily operations of the customer service team. Oversee with the Customer Service Manager, weekly review north American inventories and transfer class as needed. Customer Service Manager to ensure status reports are completed on a monthly basis including review and distribution of reports. Customer Service Manger to manage the open order report which includes cancellation of orders and notifying operations of any changes. • WORK DETAIL DELEGATION: Utilizing a “speed wins business” approach, plan, prioritize, and delegate work tasks to ensure the department is functioning properly and addressing the customer’s needs. • RESOURCE ALLOCATION: Identify, source, and/ or implement direct resources and tools to maintain service quality and standards. • MANAGE COMPLAINTS: Review customer complaints, input/ update / approve process deviations (PD). Work with Center of Excellence to resolve customer credits/ deductions and other payment discrepancies. Work with the warehouse and operations teams to resolve product and/ or service related issues. • SOLVE COMPLEX ISSUES: Manage complex and escalated customer service issues. • DATA AND INFORMATION: Develop and deploy strategies to capture data and compile information to make effective business decisions. This data and info can be used to track performance, costs, and compliance to service standards. • INCREASE PRODUCTIVITY AND QUALITY OF SERVICE: Identify and implement strategies to improve quality of service, productivity and profitability. • LEAD TEAMS AND INITIATIVES Develop, deploy, and manage customer service projects and initiatives. • MANAGE TO BUDGET: Ensure budget requirements are met. • STAFF EVALUATION: Evaluate customer service staff’s individual readiness level and performance. Identify and communicate areas for development. Perform annual performance reviews. Assist with achieving proficiency in these areas. Approve PTO and timesheets.
CULTURAL REQUIREMENTS: • Focused on people, coaching and pro-active mindset. Not afraid to address conflict and embrace change. • Passionate about our company and driven to do what it takes to ensure our internal and external customers needs are met above and beyond. • Resourceful, figure it out and get-it-done mentality with a track record of accuracy and exceptional quality work. • Committed, reliable and hard-working.
MINIMUM REQUIREMENTS: • 10 plus years of experience in sales administration and/or operations • 7 plus years experience managing large teams • In-depth knowledge of customer service principles and practices • Comfortable dealing with customers in potentially tense situations • Proficiency in CRM systems • Proficiency in MS Office applications • Product knowledge • Spanish speaking a plus • Sense of humor!
Encore Glass is an equal opportunity employer. For more information, please visit our website at www.encoreglass.com
If you are interested in joining the Encore family, please reply to this ad and include your cover letter, resume and salary requirements.
Company Description
Job Opportunities at Encore Glass We are looking for people who enjoy what they do and have ideas to share. People who always strive to improve themselves and the company they work for; someone who is a team player, works hard and remembers to go home and enjoy life after work. If you are interested in applying for any position below, please send your cover letter, resume, and salary requirements to careers@encoreglass.com. Please be sure to list the job you are applying for in the subject line.