Customer Service Manager (CSM)

Company: Express Employment Professionals
Location: Gresham
Posted on: November 26, 2022

Job Description:

The role of the Customer Service Manager (CSM) is to ensure that all customer needs are met in a timely and professional manner. The CSM should take care to confirm that all phone, fax, and e-mail correspondence is addressed and receives a well-timed response from the customer service team (as appropriate). The Customer Service team is often the first and last impression with our customers. As the head of the department, the CSM must champion this viewpoint, and instill the necessary qualities for positive customer relations in his/her team. It is the goal of the Customer Service team to try and make sure that the order / shipping process is as straightforward as possible and that any delays are communicated in a clear and timely fashion. In addition to order processing and customer communication, the Customer Service Manager, along with his/her team, is responsible for general office duties and projects. Shall adhere to company safety and quality fundamentals.

Essential fuctions and basic duties include, but are not limited to:

- Receive and process customer orders received via fax, phone, e-mail, etc. Orders are entered into ERP system and send order acknowledgement back via email.

- Communicate with customers regarding issues such as order status, shortages, price changes.

- Send processed orders to production floor for fulfillment, and document into JIRA.

- Update ERP system with all price updates received from sales via email. Run pricing spreadsheet and update all list pricing within ERP system when updated costing provided.

- Answer and direct all incoming calls for company

- Review completed order and process through account specific special requirements.

- Quote all freight shipments through portal site according to customer's request (including UPS, LTL, Truckload) to secure freight for customer's shipment; process order through internal shipping process which includes printing BOL, packing slip, shipping labels and invoice for order.

- Send invoices to customer once order has shipped, process credit card according to customer's terms

- Support sales team with their request for samples, order status, inventory status, pricing, etc.

- Communicate with salespeople on a regular basis regarding activities within their respective accounts

- Enter all customer complaints into database to allow for internal review. Respond to customer in regard to complaint when information provided.

- File all order invoice packets in designated file location

- Review all orders at end of month and adjust ship dates as necessary.

- Responsible for training and/or delegating all training for new Customer Service Representatives

- Be key contact with CSM is out of office for any inquiries and/or escalated situations

- Work on special Excel and Word projects as needed per sales/office staff.

- Provides additional administrative support to the upper management team.

- Approve all attendance records for Customer Service Team - including bi-weekly timecards, time off request, etc while making sure department needs will be covered

- Work with internal team and attend new product meetings

- Attend internal scheduling meetings to ensure all customer orders are being processed correctly

- Attend weekly manager meeting and report out month to date numbers, and any challenges for team

- Support the Account Manager when out of office to make sure our key customer's needs are still being taking care of during that time

- Shall adhere to Company Food Safety and Quality Fundamentals.

- Other duties as assigned/needed.

*EDUCATION/CERTIFICATION: *

- High School or GED

*CERTIFICATES/LICENSES, ETC.: *

*REQUIRED EXPERIENCE: *

- Computer Skills: MS Office Suite

- Data Entry Skills

- Excellent Communication Skills

- Multi Tasking

- Customer Service Experience

Job Type: Full-time

Pay: $60,000.00 - $70,000.00 per year

Benefits:
* 401(k)
* Dental insurance
* Health insurance
* Paid time off
* Retirement plan
* Vision insurance
Experience level:
* 1 year
Shift:
* Day shift
Weekly day range:
* Monday to Friday

Ability to commute/relocate:
* Gresham, OR 97030: Reliably commute or planning to relocate before starting work (Required)

Experience:
* Customer Service Management: 1 year (Preferred)

Work Location: One location%58047475%

Keywords: Express Employment Professionals, Gresham , Customer Service Manager (CSM), Executive , Gresham, Oregon