Customer Service Manager

Summary:

The primary role of the Customer Service Manager is to oversee total internal and external customer care.

Primary Responsibilities:

The duties for this position include but are not limited to the following:

• Offer guidance and insight to all requests of Customer Service.
• Manage a staff of three customer service / logistics representatives.
• Ensure accurate and timely order and shipping processes.
• Forecast inventory levels and reorder points for specific co-pack customers and special-order products moved from east and west.
• Maintain inventory of third-party cold storage facility.
• Notify internal employees of all new or discontinued product master files.
• Orchestrate PO processing and shipments with Sales, Production and Traffic for specific co-pack customers according to set time lines.
• Work with AR to monitor customer credit limits and hold status.
• Maintain SOP for Customer Complaint Process.
• Prepare and report all shortages and documented customer complaints weekly.
• Build and process EPM reports.
• Conduct department training and informational meetings as needed.
• Set internal standards and proactively seek to improve processes.