POSITION OVERVIEW:
Supervises the customer service department personnel. Ensures orders are processed correctly and on time to ensure customer satisfaction.
POSITION FUNCTIONS*
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Percentage
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Position Functions
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40%
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Leadership and Management
- Lead all aspects of the Customer Service department including back-up for all department duties, hire new associates, train associates, complete and review associate performance, and provide address performance issues as necessary.
- Monitor and maintain time off records for department associates.
- Produce and monitor an annual budget.
- Contribute to the review and development of customers service-related company policies.
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60%
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Customer Service
- Conduct bi-annual customer service survey per ISO 13485 requirements.
- Work closely with shipping and purchasing on backorders, questions on orders, routing, substitution, errors and claims.
- Manage the AvaTax system to ensure we have complete and accurate customer sales tax exemption certificates logged.
- Oversee the credit card processing responsibility for the department. Maintain current and accurate pricing for requested customer categories in SAP.
- Maintain customer and product information including customer maintenance screen as required by our customers.
- Manage the production of planograms for proposed displays.
- Resolve escalated customer complaint calls.
- Produces monthly reports, as required.
- Review and approve monthly billing from UPS and FedEx.
- Process all special pricing, orders, claims, etc.
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NA
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Other duties as assigned to meet the needs of the organization.
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*Position Functions for this position consist of all items listed under any category that make up 5% or more of the position duties. This position description is subject to change without notice.