Job Description
Job DescriptionDescription:
The Customer Service & Order Entry Manager is responsible for overseeing all aspects of customer service operations and order processing to ensure high levels of customer satisfaction, efficient workflow, and timely fulfillment within a high call and email volume call center environment. This role involves managing a team, resolving escalated issues, improving processes, and coordinating with other departments like sales, logistics, and production.
Key Responsibilities
- Responsibilities include leading and managing the customer service and order entry team.
- Ensuring high-quality customer experience through timely responses and complaint resolution.
- Overseeing accurate and efficient order processing and data management within systems like ERP/CRM.
The role also involves identifying and implementing process improvements, collaborating with other departments, tracking performance metrics, and resolving order-related issues.
Requirements:
Skills and Qualifications
- Bachelor’s degree in business administration, Management, or related field (or equivalent experience).
- 4-6+ years of experience in customer service or order management, with at least 2 years in a leadership role.
- Must have experience in high volume call center and data entry environment.
- Strong knowledge of ERP/CRM systems (P21 knowledge a plus)
- Excellent communication, problem-solving, and organizational skills.
- Proven ability to manage competing priorities and lead teams in a fast-paced environment.
Preferred Skills
- Experience in manufacturing, distribution, or PPE a plus.
- Knowledge of logistics or supply chain operations.
- Proficiency in Microsoft tools.