Address
Form of workJob Description
Title: Customer Service Assistant Manager - IPS
Department: Customer Service
Manager: Customer Service Manager
FLSA Status: Exempt
Date: July 26, 2023
- PURPOSE
Assist Customer Service Manager in maintaining customer satisfaction by providing problem-solving resources; supervising staff.
- CS ASSISTANT MANAGER DAILY RESPONSIBILITIES
1. Assist Customer Service Manager in planning and executing Customer Service functions.
2. Supervise team in providing excellent and outstanding services to internal and external customers.
3. Ensure the team addresses customer inquiries and concerns promptly and professionally.
4. Assist in resolving employee concerns and developing objectives.
5. Ensure that the team follows company policies and procedures.
6. Assist in employee training and performance evaluations.
7. Resolve escalated and complex customer issues on-time.
8. Provide back-up assistance to team members when needed.
9. Deliver world class services to ensure customer satisfaction.
10. Anticipate customer needs and deliver timely response to meet their expectations.
11. Identify and resolve problems that affect Customer Service quality and efficiency.
12. Recommend best practices to meet service level agreements and improve customer satisfaction.
13. Handle high volumes of customer calls and should work well under pressure.
- IPS DUTIES & RESPONSIBILTIES
1. Maintain email and portal for various ecommerce accounts.
2. Monitor the orders for timely shipping. Update addresses and make any other changes as requested.
3. Maintain reserves of inventory for specific ecommerce accounts.
4. Monitor and respond to various Customer Service mailboxes.
5. Initiate Fed Ex/UPS claims for lost or damaged packages.
6. Use specific software to process orders to plant floor for shipping and handle various system generated reports for communicating to different teams in warehouse.
7. Work with account managers to maintain inventory levels, report outages and/or delays.
8. Issue RA (return authorization form) to customer and maintain log.
9. Process and track sample orders.
10. Provide prompt, professional responses to all inquiries received, via both email and telephone.
11. Prepare, distribute and maintain weekly order status reports.
12. Enter direct import orders and make necessary edits as specified by other offices.
13. Reply to voice mails left by customers.
14. Monitor voice mails left by employees regarding absenteeism.
- EDUCATION REQUIREMENTS
Bachelor’s degree preferred. High School Diploma may be acceptable with five years relevant experience in management capacity. Communication and computer skills a must.
- NECESSARY KNOWLEDGE AND SKILLS
1. Basic knowledge of computers and input of data into the computer.
2. Ability to effectively communicate both verbally and in writing.
3. Excel spreadsheet experience will be required – basic editing and formatting.
- INTERNAL AND EXTERNAL INTERACTIONS
Extensive interdepartmental contact, interaction with other CHF locations at all levels, with suppliers, plant employees, supervisors and managers.
*It is not intended that this position description includes all details of the work functions of this position. The incumbent will perform work of equal or lower classification as required or directed and perform work of higher classification for training purposes or as warranted by emergency situations.
