Carlson AirFlo is a division of Stein Industries. For over 50 years, Carlson AirFlo had provided customer-centric solutions and innovative products for the grocery store industry. The role will be leading the customer service team to ensure great support for the customers of AirFlo.
PRIMARY RESPONSIBILITIES: Team Support:- Manage and lead team performance, including quality, productivity and knowledge. Manage the team's workload and assigned accounts
- Trouble shoot escalated customer opportunities
- Aid customer service representatives in complex customer issues or concerns
- Training:
- Define and create training aids as needed.
- Train representatives in current procedures, system, and product.
- Ensure SOP's procedures are kept up to date.
- Translate Carlson AirFlo new processes, products or system initiatives into Customer or Customer Service impacts. Adjust processes as necessary.
Quality Service to Customers:- Ensure customer needs are met; daily activities are completed, and outcomes are positive.
- Utilize various reports and techniques to ensure that all sales orders are correct. Ensure that orders are verified for the correct equipment being used for the proper case. Verify product is correct, dollars match, addresses are correct and other gaps in orders are closed.
- Verify orders are processed to meet customers' requested delivery dates or contacted with proposed alternate ship and estimated delivery dates.
- Ensure customer quotes are prepared accurately and sent to customers and sales rep.
- Attend Daily production meetings, verify orders are shipped as scheduled and inform sales/customer service of any shipments not shipping as scheduled.
- Maintain overall knowledge of all open orders and product lines to be able to assist and support customer service representatives as needed
Alignment with Internal Teams:- Ensure that there is a clean hand off of information/process on orders and initiatives with all teams.
- Manually track quality issues, credits and freight credits along with customer impact
- Liaison with customer service staff for communication with Production, Shipping, Engineering, Sales, Marketing
- Large customer rollouts: Provides forecast for materials, secures agreement on materials availability and production capacity, provides special quantity break pricing as needed. Complete any mass updates of orders in the system.
Supporting Activities as needed: Process:
o Design and establish and maintain processes for efficient operation of customer service department and accounting function(s).
o Develop tools for product information and processes that don't fit neatly into an SOP.
AR Functions:
Assist with aging reports and A/R follow-up
Sales:
Assist in promotions and product introductions
o Attend Sales meetings (including occasional travel) as requested
o Update commission data in the system. Approve monthly commission statements for rep groups.
Prepare historical reports for customers, customer service and sales teams.
Enterprise activities:
o Product status meetings and activities including reporting on historical data.
o New product introductions/developments: coordinate training, work with Engineering on status.
HR Activities:
o Supervise assigned employees and provide support in the management and growth of direct reports
o Maintain current job description for Accounting and Customer Service Representatives.
o Approve bi-weekly timecards and PTO requests to maintain adequate coverage for the customer service department and accounting and submit to manager.
IT Interfaces:o Open tickets/correspond with IT on tickets impacting entire team. o Test system updates/new processes. o Incorporate new processes into SOPs for team. Accounts Payable / Receivables for CAF:
o Ensure all invoices are updated in customer portals.
o Assist with aging reports through troubleshooting at the customer level.
o Administrator for customer Portals and credit card processing system.
o Interpret and update insurance information in customer sites.
Perform all other duties as assigned
KEY BEHAVIORS AND EXPECTATIONS:- Customer Focus Understands the needs of our customers and how to make them consistently satisfied; Looks to bring new ideas, products and always provides solutions to customer problems; Responds quickly to customer requests and addresses inquiries with urgency; Delivers high quality work product on time every time without exception.
- Problem Solving & Decision Making Analyzes issues to get to root cause and breaks down a problem into areas for resolution; Generates alternative solutions; Makes fact-based decisions in a timely manner and communicates to all stakeholders.
- Communication / Interpersonal Skills Clear communications; Professional in interactions; Listens wells, is respectful of others and can adapt well to changing circumstances; Keeps supervisor and direct reports informed of key issues and relevant decisions.
- Positive Energy Makes the workplace enjoyable and a place that others want to be a part of; Creates supportive and welcoming environment and is approachable to others; Assumes positive intent of others when approaching questions or conflict resolution.
- Leadership & Talent Development Provides clarity of vision, strategy, and sets priorities for execution; Possesses business acumen, strategic thinking, and financial understanding; Conveys enthusiasm and consistently develops talent for the future.
QUALIFICATIONS: College degree (or equivalent experience) in a related discipline (i.e., Business)
Five years' experience in manufacturing/customer service.
Microsoft D365
Strong skills in Excel including pivot tables and data organization in Excel and BI
Ability to communicate effectively, verbally and in writing at all levels of the organization.
Proven ability to coach/mentor staff and ability to write training aids/procedures.
Strong organizational and planning skills.
Previous selling experience a plus.
Strong leadership, decision-making, problem solving skills necessary.
Ability to learn additional software programs that support order entry.
Energetic and quick thinking.
Strong interpersonal and relationship building skills.
PHYSICAL REQUIREMENTS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential function.
While performing the duties of this job, the employee is frequently required to sit, talk, hear and use hands and fingers to handle, touch or manipulate objects or controls. The employee is regularly required to stand and walk. On occasion the incumbent may be required to stop, bend or reach above the shoulders. The employee may occasionally lift up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to focus.
WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable a may be made to enable individuals with disabilities to perform the essential functions.
This position is an office-based position. This position will occasionally need to be in a manufacturing and warehouse environment which may cause them to work near moving mechanical parts. The noise level in the work environment is usually moderate.
This job description is intended to provide guidelines for job expectations and the employee's ability to perform in the position described. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills and abilities and additional functions and requirements may be assigned by supervisors as deemed appropriate. Nothing in this job description restricts the Company's right to assign or reassign duties and responsibilities to this job at any time. Employment is at-will, and nothing contained in this job description is intended to create or imply a contractual relationship or alter the at-will status of the employee. The employee will also be required to follow all company policies and procedures.
We are committed to providing salary ranges for open positions. Please note that the specific compensation for this role will be determined based on applicant's experience, qualifications, location and internal equity considerations.
The salary range for this position is noted in the posting. This range reflects the base salary for this role. There are other benefits associated with this position that are also listed with this posting.
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Flexible schedule
- Flexible spending account
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Referral program
- Tuition reimbursement
- Vision insurance
Schedule: