Job Description
A BIT ABOUT THE ROLE...
The Customer Service Manager will provide superior customer satisfaction through continuous improvement of all activities. This position will require hands-on as wells as supervisory involvement in critical activities such as order processing, shipping logistics, customer support, inventory management, co-packer communication, data analysis, consumer response, and cross-functional communication. It is understood that this position will play a key role in - and be accountable for - achieving annual company goals as they pertain to sales, margin, and customer service.
JOB DUTIES AND RESPONSIBILITIES...
- Ensures all customer orders are processed accurately and in a timely manner
- Work with PS 3PL operations person to coordinate all SOP’s, Orders and KPI’s are being tracked for performance reviews.
- Provide back up for weekly calls to help host, document and report weekly 3PL conference calls.
- Work with 3PL to coordinate delivery of orders from PS, Lot Allocation awareness and finished good order preparedness.
- Maintain effective communication with Sales team to ensure customer issues/challenges are handled in proper manner
- Supervision of all Customer Service associates
- Work with accounting to ensure any finance related issues (e.g., order discrepancies, credit holds, pricing, etc.) are addressed and resolved as needed.
- Achieve overall corporate as well as specific functional goals
- Identify opportunities to improve procedures and policies, SOP’s that add value to the business
- Maintain all necessary customer data records both on and off Fishbowl system
- Ensure all daily, weekly, and monthly reports are run for analysis
- Train department personnel in roles or responsibilities regarding customer service strategies
- Participate in Month End Inventory Process, Recall Preparedness, Mock Traceability, Weekly Cycle Counts exercises.
- Accepts responsibility for the organizational goals by taking ownership of new and different duties and identifying new opportunities within the Operations department.
Working Conditions:
- Position will be based in San Diego area. Position will require only minimal travel (less than 5%).