Seeking a growing company where you can make a big impact? We're hiring a leader to provide direction to our customer service team and ensure a seamless customer experience. You will play a pivotal role in ensuring customer fulfillment excellence and a smooth internal operational flow between multiple departments.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following.
- Direct supervision of customer support representatives and provides coaching and guidance in the support of customers
- Drive Order Fulfillment Improvements (Order Entry, Triage/Troubleshooting, Pricing, Invoicing, etc)
- Product launches - support new product launches/changes and work directly customers on new product system set ups
- Customer Focus - identify operational efficiency improvements and drive focused improvement projects (Order Frequency optimization, system enhancements, stock alerts, etc.)
- Cross Functional Team Development - collaborate with internal teams (Marketing, Sales, Finance) to understand key business initiatives and assists in operationalizing the initiatives
- Customer Master Data Maintenance - work closely with customers to understand their order fulfillment process and we can best collaborate (EDI/IT setups, order setups, demand/forecasting)
EDUCATION & EXPERIENCE:
- Bachelor's Degree in Business or related field
- Proven success in a management/supervisory role
- Experience in a distribution/manufacturing business
- A high level of commitment to customer service
- Strong verbal, influencing, problem-solving and written communication skills
- Able to build strong working relationships and collaboration effectively within teams
- MRP/ERP experience (SAP preferred)
- Proficient in MS Office (Outlook, Excel, etc)