Customer Service Manager

Job Description

Job Description

Department: Sales

Positions Supervised: None

FLSA Status: Exempt

Reports to: VP of Sales and Marketing

GENERAL PURPOSE OF JOB
The Customer Service Manager provides information on customer orders for shipping, works with S&OP team to determine promised delivery dates, enters orders into ERP, prepares all shipment paperwork, works with the warehouse team to set up shipments, and send the customers the shipment paperwork. They will provide administrative and clerical management to ensure efficient operation of the office. They perform a variety of tasks including data entry, managing records, preparing documents, coordinating schedules, and communicating with internal stakeholders.

ESSENTIAL DUTIES AND RESPONSIBILITIES: The following statements reflect the general details necessary to describe the major functions of this position and are not intended to be a detailed description of all the work/functions that may be required. Other duties may be assigned.

• Works with S&OP team to determine promised shipment dates to customers.
• Manage daily customer service activities including order processing, inquiries, complaints, and product information requests.
• Ensure timely and accurate responses to customers via phone and email.
• Develop and implement customer service policies, procedures, and service standards.
• Monitor and improve customer satisfaction metrics and service performance.
• Process sample orders for sales team including dates of shipment.
• Enter all POs into the ERP system.
• Provides updates on any changes in shipments to sales team.
• Process shipments in ERP system to get information to the shipping team.
• Prepares packing list and other necessary documents for each shipment.
• Once shipment has left the building, supply customer with shipping documents.
• Accurately enter and maintain data across various platforms, including the company’s ERP system
• Ensures that the quality and quantity of the work meets the established goals
• Maintain strong knowledge of probiotic strains, formulations, storage requirements, and product benefits.
• Support a variety of tasks while exercising judgement and complete confidentiality
• Other functions and tasks as assigned by management

QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE

• Bachelor's degree from four-year college or university in science or business preferred; two years related experience and/or training; or equivalent combination
• 4 years of administrative experience
• 4 years of customer service experience
• Excellent communication skills
• Knowledge of Microsoft Office, including Word and Excel

M-F, 8am-5pm