Manager, CSR & Inventory

Job Title: Manager, CSR & Inventory

Location: USA - Lancaster, Midpoint Dr

Division: Solutions

Time Type: Full Time

Job Area: Managerial

Job Posting

Title:

Manager, CSR & Inventory - 107107

Job Description: Manages and builds the relationship with the clients at the site level while maintaining a working knowledge of the overall performance of the operation. Responsible for the optimal preparation, administrative follow‑up and securing of the inbound, picking, packing, VAL and outbound process and the communication about these with the clients and internal stakeholders while meeting the client's SOP. This includes overseeing the work and output of any Team Leaders in the department.

The Manager will be the escalation point to resolve any client requests or complaints in the event they are not able to be handled by the representatives in the department. Additionally, the Manager is expected to become a subject‑matter expert, both on Company’s specific product offerings and processes, as well as on the industry in general.

• Become familiar with clients, including key contacts, unique requirements, and operating processes
• Deploy and improve existing policies and procedures by effectively managing and guiding supervisors and customer service representatives
• Work with the Operations Manager to ensure the operation is meeting targeted service levels such as, but not limited to
  • Spot Quotes
  • Booking Capture
  • Shipment Monitoring
  • Billing Issue Resolution
  • Service Metric Monitoring
  • Reporting
  • Data Entry
• Work with site leaders to ensure the operation is meeting all KPI targets
• Handle highest priority escalation phone calls, especially those requiring coordination of multiple teams and departments
• Conduct staff meetings to review daily/weekly work activities, plan and assure continuous improvement
• Provide guidance to staff and assign tasks to Customer Service staff
• Foster career development, best practices, and optimal morale in the organization
• Relay consistent issues to the General Manager in a timely and efficient manner
• Monitor changes in the logistics processes and intervene in case of disruptions, including communication with clients and other stakeholders
• Coordinate between CS team and other internal teams
• Calculate production costs and provide input for invoice creation
• Provide input for annual budget to General Manager
• Setup and maintain process flows and working instructions for new customer implementations or revised customer agreements
• Continuously improve processes and services provided by the Company
• Maintain internal and external communication regarding escalations, customer visits, specific customer needs, complaint handling and registration, status updates, cycle counting, quality topics and commercial topics
• Manage exceptional operational customer challenges/requests (e.g., large volume changes)
• Organize Operational Review Meetings and Business Review Meetings with key customers
• Participate in contract discussions/negotiations
• Supervise execution from qualitative and quantitative perspective and initiate corrective actions when needed
• Coordinate staffing of CS department
• Perform staff performance review meetings

• Work overtime as dictated by business whether mandatory or voluntary
• Perform other duties as assigned

• Lead, develop, and coach a team of 10-15 employees

• Education and/or Experience
  • Must have a high school diploma or GED
  • 2 years’ experience in a leadership role involving customer service or equivalent combination of education and work experience
  • Experience as a Logistics Service Provider Department Manager with complete understanding of the full range of logistics services, including order management, movement scheduling, customs brokerage, monitor and control services, cost optimization, and various industry specific requirements
  • Must be able to work in unregulated temperatures within the warehouse during the warmer and colder months, ranging from mild to moderate

• Computer Skills
  • Basic knowledge of WMS (Warehouse Management Systems)
  • Proficiency in MS Office applications
• Lan…