Customer Service Manager

at Eastridge Workforce Solutions
Location Pico Rivera
Date Posted May 4, 2021
Category Call Centre / CustomerService
Job Type Not Specified

Description

The Customer Service Manager is responsible for managing customer service and inside sales activities, order entry, order processing, and order shipping. Supervises and manages Customer Service Representatives/Inside Sales Account Representatives. Serves as liaison between customer, sales, production and design to ensure customer satisfaction with products and service.

JOB FUNCTION/PURPOSE

  • Assesses, coaches, and evaluates direct reports with regards to their results, attainment of training credits, operational excellence, and level of service provided to the teams they support.
  • Enters requests for quotes and submits pricing to customer and sales representatives.
  • Follows up with customer regarding status of approvals.
  • Requests design templates and samples, enters graphic orders.
  • Studies and standardizes procedures to improve efficiency of subordinates.
  • Interact with sales reps, customers, team members, and internal departments to gather information and manage order entry systems and/or hard copy records for order entry, change management and inventory management.
  • Manages specific customer accounts and the needs associated with those accounts.
  • Maintains harmony among workers and resolves grievances. Works proactively to promote teamwork at all levels of the company.
  • Supervises daily operations to include providing direction to the customer service team on pricing estimates, order-ship-bill processes, and coordination with sales, design, production, shipping and management.
  • Conforms with and abides by all regulations, policies, work procedures, safety rules, security procedures and instructions.
  • Performs other duties as assigned.

EDUCATION, EXPERIENCE & COMPETENCIES

A big plus if experience with Amtech and Flexo Machines

  • 5 or more years' experience with progressive levels of responsibility in customer service, sales or in the packaging field or manufacturing environment.
  • 2 or more years' experience in a leadership position within customer service or sales or sales environment.
  • Proven knowledge and experience in customer support, sales service, and process implementation
  • Proficiency using standard computer operating systems and applications, to include; Windows operating systems, MSWord, Excel and Outlook.
  • Knowledge of inventory software systems.
  • Experience in shipping/receiving, motor transportation and warehouse distribution.
  • Experience working with the shipping department of a fast paced, high volume manufacturing facility.
  • Experience in corrugated packaging industry is a must.
  • Experience with Amtech Software is a must.
  • Experience in a leadership or supervisory position within a Shipping or Logistics environment.

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