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Manager, Customer Service - think!

Date: Jun 3, 2019

Location: Los Angeles, CA, US, 90066

Company: Glanbia

The think! Customer Service Manager will be responsible for planning and managing the activities of the Customer Service Department while satisfying customer and sales needs and the overall company objectives.

 

Essential Functions:

  • Direct and oversee all aspects of Customers Service including managing order processing, credit and debit memo processing, and customer inquiries
  • Ensure that data entries on documents are accurate and timely to facilitate efficient and effective operations. 
  • Manage the Order Processing function including the EDI tool and manual entry of customer purchase orders.  Address errors and discrepancies in pricing including off-invoice discounts and allowances. 
  • Manage VA06 Open Order live report to ensure customer orders are being fulfilled timely and completely.   Oversee the resolution of issues including researching and resolving issues timely.
  • Manage the rejection process (shortages of out of stock items) and produce management reports for shortages.
  • Manage the customer service team to ensure customer emails are responded to and resolved in a timely manner
  • Coach and train customer service staff members to respond to customer inquiries with accurate information including shortages, delivery times, and re-ordering information.
  • Coordinate with order fulfillment team to ensure customer orders can be fulfilled and communicate with customers as needed to amend delivery dates or ship orders short
  • Develop and maintain a current procedural manual (SOP’s) and coordinate training of new employees
  • Manage new item set up process for EDI customers; Ensure new UPC is set up for each EDI customer who will be ordering in advance of receiving orders.
  • Manage sample request process from order to delivery. Ensure order is entered in a timely matter, sent to the warehouse for processing, and shipped on-time. Provide status and tracking information to Sales and Marketing regarding sample orders.
  • Manage Return process: research each return to ensure the customer does not need a credit on their account due to an overage by the warehouse. Coordinate with Inventory Manager to insure inventory is accounted accurately.
  • Coordinate with Logistics Analyst to insure all customer orders being shipped and picked up on time. Ensure that direct ship orders are scheduled to be delivered on time and assist carrier as needed with customer to obtain new delivery dates. 
  • Oversee ASN process for customers (Dot, UNFI, Amazon) and label process
  • File claims for OS&D
  • Maintain a healthy professional relationship with all company departments while providing excellent customer service
  • Resolve escalated complaints or issues of customers regarding services or procedures
  • Make recommendations to management to improve customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; proposing and  implementing changes
  • Directly manage team members including hiring, developing, motivating and directing people as they work (including assisting in the development, training and assignment of work/projects)

 

Knowledge, Skills and Abilities:   

  • Knowledge of the position
    • Knowledge of Customer Service function and working environment
    • Pleasant and approachable demeanor while utilizing the phone
    • Empathetic yet confident while maintaining patience and professionalism
  • Skills of the position
    • Effective oral and written communication skills
    • Strong time management and administrative skills
    • Working knowledge of Microsoft Office Suite (Word, Excel, Access)
  • Abilities for the position
    • Ability to work in a fast paced growing environment
    • Documented ability to multi-task
    • Develop direct reports to aid in career advancement

 

Education/Experience:

  • Bachelor’s degree and eight years of customer service experience OR a high school diploma and at least ten years of customer service experience
  • Specialized training in:  Customer Service, Order Processing, EDI Experience
  • International Experience a plus

 

Equal Opportunity Employer: Disability/Veteran. We are an equal opportunity and affirmative action employer that does not discriminate and considers all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.


Nearest Major Market: Los Angeles