Customer Service Operations Leader

The Customer Service Supervisor leads, trains, and oversees the daily operations of the Customer Service department for a consumer-packaged goods (CPG) company. This role is accountable for order management, customer communication, service level performance, and continuous improvement. This position works closely with the following internal departments;
Sales, Logistics, Quality, and Finance to ensure accurate order fulfillment, strong customer relationships, and high levels of customer satisfaction.

PERFORMANCE MEASURES – MAJOR JOB OBJECTIVES

Major Job Objective

What’s Expected

Supervise

• Supervising day-to-day operations of the customer service team.
• Create, train, and enforce Standard Operating Procedures (SOPs) for the Customer Service Department.
• Oversee and assess customer service employees’ activities and provide them with on-going performance-related feedback.
• Monitor customer service metrics including order and pricing accuracy, fill rates, on-time delivery, response times, and customer satisfaction.
• Identify opportunities for operational improvements and implement solutions.
• Daily review and reconciliation of the Orders Shipped Not Invoiced Report.
• Investigate customer issues/problems and create mutually beneficial solutions.
• Assist with inventory allocation communication, and supply chain coordination during periods of constrained supply.
• Maintain documentation pertaining to the activities of the Customer Service Department.
• Monitors and evaluates staff performance.
• Provide direct employee and/or customer support for complicated or critical issues.
• Validate new customer set up and existing customer changes
• Support and build the Customer Relationship Management module.
• Familiar with various methods of retail order submission including EDI, VMI, Vendor Portals (i.e. Retail Link), PDF/email or phone/fax.

• Update company lists, which include but are not limited to shipping, contacts, receiving, and forms.
• Answer and distribute customer inquiries via phone and email.
• Prepare samples and company “swag” for mailing per customer request.
• Process incoming orders utilizing the Acumatica ERP System.
• Prepare and/or distribute timely, accurate information about incoming customer order status.
• Notify production and sales when large orders are received.
• Once the full order has been closed, please save.

• Oversee and assist with recovery of unauthorized deductions
• Internally investigate deduction and assign reason codes
• Request remittance advice and other documentation as needed to reconcile payment discrepancies
• Follow the retailers’ dispute process to challenge and escalate invalid deductions
• Identify patterns and work with Sales and other internal teams to proactively prevent future deductions.

• Coordinate meetings w/Clerical/Customer Support as needed and record minutes of those meetings.
• Provide weekly updates with the Production Team, Director Sales/Technology, CEO and others that need to be in attendance. Industrial Sales, Retail Sales
• Help to achieve team goals and daily production targets.

• Comply with all food safety, quality, and legal requirements written in each SOP pertaining to job duties.
• Report any infractions of food safety, quality, or legality to supervisor.

• Participate in team meetings and make recommendations to increase productivity.
• Participate in continuing education classes and any training courses being offered
• Maintain confidentiality and dispose of sensitive information properly.
• Other duties as assigned.

• Working knowledge of Office 365 and Microsoft GP and Acumatica.
• Excellent communication and prioritization skills.
• Strong attention to detail and excellent…