Job Purpose and Impact
The Customer Service Manager would be leading team leads and customer service specialists to provide customer services related to sales and trade execution.
In this role, you would oversee the teams that process sales orders and resolving order or delivery issues.
You and your team would work closely with Logistics team to assist/ understand on open issues in relation to customer complaints, logistic, compliance with regulations that related to the manufacture or shipping of product to ensure efficient and satisfactory resolution Key Accountabilities
Leads customer order fulfillment process, including handling customer requests, monitoring the change of the shipping plan, co-coordinating the delivery with Supply Planning and Logistics.
Collaborate with Demand Planning in gathering business intelligence about customers as needed to support the organization for building insights and intelligence on the customers and external markets.
Drive a customer driven culture and focusing on customer satisfaction while ensuring the best business results.
Partner with team members to decide which tools or systems are appropriate to use for specific customer service environments.
Coordinate communication with customers regarding order status, sales forecast, invoices, contract balances and other pertinent information needed to complete the sale.
Use broad knowledge of customer service practices and procedures to develop and provide input to tactical customer service strategies for a medium sized customer base.
Provide input and feedback to define improvement projects and commitments requiring a substantial understanding of customer service practices and procedures for a medium to small team of customer service representatives or supervisors.
Lead and develop a team, coach and make decisions related to talent management, hiring, performance, and disciplinary actions.
Other duties as assigned Qualifications
Minimum Qualifications
Bachelor's degree in a business, supply chain, engineering or equivalent.
8+ years' experience in supply chain, sales or customer service
Experienced in leading a team of professional.
Experienced supply chain management, well versed in any of these areas: Sales and Operations Planning/IBP, customer service, logistics.
Preferred Qualifications
Track record of 4 years of supervisory experience