Customer Service Manager

Job Summary

The role of the Senior Customer Service Manager is to be the interface between our customers and our supply chain. The Senior CSM will be responsible for the order fulfillment process which includes entering orders, ensuring and assisting as needed in packout, scheduling pickups and closing orders, tracking the delivery status of open and in-transit orders, and solving exceptions. The Senior CSM will initially manage one customer service person.

Responsibilities

Order Fulfillment - Retail, Health Care Practitioner, and E-commerce channels

• Process daily incoming orders and work with accounting team to invoice customers in a timely manner. These will come from multiple channels. Some are received via EDI and have to be proofed for accuracy and acknowledged back to the customer as accepted. Some require manual entry from our email inbox or from other portals.
• Work with warehouse receiving and shipping personnel to pack out orders and verify correct SKU, quantities and lot dates are packed out.
• For B2B orders, book appropriate transportation to deliver these orders on time: TL, LTL, or small parcel.
• Prepare the open orders report which tracks the status of the open orders by entering each order received.
• Review exception report for orders that did not close and close them.
• Assist with putting orders on hold and then releasing and closing them manually for the correct month they were delivered.
• Review any returns and returned orders and process them accordingly.
• Process sample order requests for conferences, lunch and learns and leads.

Customer Service

• For practitioners, maintain customer account information in NetSuite and Shopify.
• Promote satisfactory resolution of Customer issues, while responding to inquiries within 24 hrs.
• Respond to questions/tickets entered into Gorgias.
• Document any practitioner complaints and direct them to the appropriate department for resolution.
• Collaborate with internal stakeholders and vendors to ensure deadlines are met and all issues are effectively communicated and resolved.
• Work closely with partners, including internal warehouses and 3rd party providers, to streamline communication and drive process and quality.
• Monitor customer performance scorecards.
• Perform root cause analysis and corrective actions on performance deficiencies.
• Monitor and ensure corrective actions result in on time improvements.
• Conduct RFP’s trucking providers, negotiate rates, and establish contracts
• Establish monthly inventory reconciliation process and quarterly/yearly physical inventory counts at our warehouses both internal and 3PL.
• Seek the best truck rate for less than full truck load orders and event orders.
• Assist internal inventory transfers by finding the best trucking company to make the transfer.
• Forecast capacity needs with providers and establish capacity growth plans

Invoice Processing

• Manage the processing of freight invoices against established tolerances by ensuring charges are following contractual obligations, provide detail on required payment to include cost center application on a timely basis.
• Execute audits on any out of tolerance invoices to determine if any unplanned costs on invoices are valid to process for payment.

Reporting and Projects

• Generating sales reports out of NetSuite.
• Report order processing and shipping cost per case to share with the team.
• Support overall supply chain planning, sales operations and expansion projects.
• Provide business insight into the monthly and quarterly results for warehousing and shipping including forecasts.
• Create budget for order processing and shipping
• Create reporting and communicate insight for Supply Chain leadership team including metric development and dashboards.
• Identify cost and efficiency opportunities.
• Perform Ad-hoc analytics and financial decision support.

Serve as additional help for the following activities

• Depending on the needs of the business, the CSM may need to help pick and pack out orders.
• Managing Blood Tests and Kits.
• Receive in, prep and enter all blood tests and fatty acid tests into BioCell.
• Print billing report from BioCell and give to accounting to charge the doctors’ credit card.
• Once charged, for each patient print tracking form from BioCell and send to accounting.
• Email doctors their patients’ reports from BioCell and file hard copies in the filing cabinet.
• Enter new doctors into BioCell that send in their account applications.

Qualifications

• BS/BA preferred; preferably in Logistics Management, Supply Chain Management, Mathematics, Accounting, Finance or Business Management.
• At least 3 years of experience as a customer service/order management manager.
• Has experience in leading a team.
• Strong leadership, relationship building and communication skills.
• Excellent problem solving skills.
• Highly organized and detail oriented.
• Ability to handle multiple projects simultaneously.
• High level of proficiency in Excel.
• Experience with order management systems (NetSuite and Shopify highly preferred).

Salary: $70,000 - $80,000 annually