Address
Form of workJob Description
Primary Function:
- Improving Customer Service experience, engage customers and facilitate organic growth
- Setting a clear Customer Service mission and deploying strategies focused towards that mission
- Manages, leads, and trains Customer Service Reps. and export compliance rep.
- Investigates and assist in solving product and services complaints
Direction Exercised: Customer Service Representatives
Job Responsibilities:
- Oversee the Customer Service team
- Logistics-export compliance rep.
- Develop and maintains service procedures, policies and standards
- Keep accurate records and document Customer Service actions and discussions
- Analyze sales and OTIF statistics and compile accurate reports using excel, SAS-BI, M3-ERP system
- Recruit, mentor and develop Customer Service representative and nurture an environment where they can excel through encouragement and empowerment
- Keep ahead of industry’s developments and apply best practices to areas of improvement
- Control resources and utilize assets to achieve qualitative and quantitative targets
- Adhere to and manage the approved budget
- Maintain an orderly workflow according to priorities
- Prepares reports and participate to the weekly MPI and monthly S&OP meetings
- Ensures that all orders are delivered on time by following up with CSR, Logistics, Planning and Manufacturing as needed
- Performing additional duties where needed
- * The above statement reflects the general details considered necessary to describe the principal functions of the job identified and shall not be construed as a detailed description of all the work requirements that may be inherent in the job.
Physical Requirements:
(x) Standing: May be up to 12 hours per day on concrete/wood/carpeted floor for presenting/recruiting as necessary
(x) Sitting: As require to perform tasks; frequency up and down: up to 100 times/day
(x) Moving: Throughout Department and other locations to collaborate on issues; up to 30 times/day
(x) Climbing: As required to go from one level to another; up to 50 times/day, able to use stairs & ladders as necessary
(x) Lifting: As required to assist others; Anything over 50 pounds requires assistance; frequency may be 100 times/day
(x) Push/Pull: To assist others; may be 500 times/day
(x) Reaching: Reach through three body zones and around body; Frequency may be 200 times/day;
(x) Visual Acuity: Depending on job necessity may be required to detect color; minimum of 20/40 corrected eyesight
(x) Bending/Stooping: Depending on assignment may be up to 100 times/day
(x) Hearing/Speaking: Adequate to communicate over telephone and internet calls
(x) Other: May be required to operate a motor vehicle or similar device multiple times/day
Environmental/Safety Risk:
None
Mandatory Qualifications:
High school diploma, general education degree or equivalent with a minimum of 5 years’ experience in Customer Service and supervision in a manufacturing setting.
Preferred Qualifications
Bachelor Degree in business administration or related field, marketing or its equivalent.
Assessments:
Medical as necessary, [Current <12 months Performance Review if internal with a favorable performance rating]
Skills and Abilities Necessary to be Considered Successful:
- Knowledge of export compliance procedures
- Expected to know the company’s products and policies inside out and be able to communicate it to other members of staff.
- Excellent knowledge of management methods and techniques
- Working knowledge of Customer Service software, databases and tools
- Strong client-facing and communication skills
- Advanced troubleshooting and multi-tasking skills
- Customer service orientation
- Strong Excel and Power Point skills
- Knowledge of Customer Service, Logistics, Inco-Terms Excellent verbal and written communication skills.
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