The Position: Customer Service Manager
Purpose:
To provide overall management of the Gregory Mountain Products Customer Service Department, serving both domestic and export customers/distributors. Entails daily management of Customer Service Representatives, each servicing and supporting direct customers, outside sales representatives and international distributors.
Responsibilities and Duties:
Develop and implement standard operating procedures (with support of the CSR group) and daily management of:
- Customer account step including dealer documentation requirements, priority/channel coding and timely completion of credit applications
- Customer order entry and type coding
- Customer returns and credits (RMA’s)
- Order tracking and follow-up
- Customer inquires
- Back log/order reporting
Ensure proforma invoices and preparation of Letters of Credit, Sight Draft and other payment instruments for export sales are completed in a timely manner
Work with sales, planning, and distribution to ensure we meet monthly sales budgets/goals
Implement systems/reports that track on-time delivery and fill rates
Develop and implement a multi-stage training program to:
- Ensure up-to-date product knowledge for all department members
- Reinforce understanding of all standard procedures and processes as documented
- Identify areas for ongoing training and process improvement
Develop and implement key metrics to measure:
- Accurate and timely order entry
- Accuracy and timeliness of order fulfillment against established benchmarks
- Customer satisfaction both quantitative and qualitative
- Customer response time
- Regional seasonal order receipts Vs forecast
- EDI customer fulfillment
- Customer returns for all causes
Develop department budgets and hiring requirements
Root cause analysis of:
- Shipping errors
- Billing errors
- Order entry errors
Alignment of Customer Service organization to outside sales rep groups and export territories
Other duties as assigned or necessary for the overall well-being of the department or company, including assisting co-workers in other functional areas.
Requirements/Experience:
MUST HAVE PRIOR MANAGEMENT EXPERIENCE
Educational Requirements: Bachelors Degree in Business or equivalent.
Work Experience: Minimum five years management experience, preferrably in Customer Service, with a demonstrated ability to train and lead a high performance team.
Additional Qualifications: Strong verbal and written communication skills. Familiarity with and ability to use automated order entry, shipping, manifest, and tracking systems a must. Export sales documentation and processes experience. Knowledge and experience in the outdoor specialty industry a plus.
Position Type: Full Time
Country: United States
Willing to Relocate: No
Willing to Travel: Yes
Minimum Experience Required: 3-5 years
E-mail: careers@gregorypacks.com
