• Appleton, WI, USA
• Salary
• Full Time
• Full benefits including Retirement, medical, dental, vision, life, disability*

Summary / Objective

The Customer Service Manager is responsible for managing the customer relationship as well as the leadership of administrative employees in the warehouse facilities.

What a typical day will look like :

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Build a professional relationship with customer, warehouse, carriers, vendors, and internal RGL departments.
• Interview, hire, train and develop new customer service employees
• Knowledge of all customer and become a trained back ill in a backup for customer service
• Main point of contact for all customer service issues
• Oversee midmonth and end of month inventory reconciliation
• Responsible for managing and communicating customer scorecard results.
• Lead the creation of a team culture which results in consistently and safely exceeding customer expectations
• Provide sound communication and motivation techniques in coaching, counseling, disciplining, and documentation of these activities.
• Create an environment that facilitates the development of process improvement changes by all team members with a focus on continuous improvement.
• Provide feedback, training and performance reviews for employees by having one on one meetings with each of your reports.
• Interview and hire employees
• Develop Standard Operating Procedures (SOPs), business rules and work processes including
• Communication and transfer of data.
• Develop KPI's (safety, productivity, quality and profitability) metrics; review process and action plans to ensure that the targeted goals are being achieved.
• Develop a thorough understanding of all systems being utilized to service this customer.
• Develop a thorough understanding of operational processes including billing, inventory tracking, and transportation coordination.

Drive standardization of these processes across all customer business units

• Write Standard Operating Procedures (SOP's) and keep up to date as well as leading and implementing process improvements
• Oversee repack projects and invoicing them including management of productivity and number of temp laborers needed

Supervisory Responsibility :

Customer Service Reps, Inventory, DS, and other office employees

Work Environment :

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

May have some exposure to the warehouse environment.

Physical Demands :

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to finger, handle, or feel objects, tools or controls;

reach with hands and arms; climb stairs; talk or hear. The employee must occasionally lift or move office products and supplies, up to 20 pounds.

Position Type / Expected Hours of Work :

Hours vary based on business needs of the individual business unit

Required Education and Experience :

Bachelor's Degree and 3-5 years' experience or 5 years experience leadership and warehousing experience

Other Duties :

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job.

Duties, responsibilities and activities may change at any time with or without notice.

Last updated : 2024-04-23