What are the responsibilities and job description for the Customer Service Manager position at Plainville Farms?
Basic Purpose
Responsible for Customer Service for The Company, assuring
that orders are received, correctly entered, and filled. Ensure that problems are
promptly resolved and communications are clear to all stakeholders.
Provide leadership and assign responsibilities; train, monitor and improve the performance of reporting staff in accordance with Company policies and government regulations.
Essential Job Duties & Responsibilities:
- Receive and process incoming telephone, fax, or EDI Sales and Return orders; maintain records on daily transactions.
2. Maintain proficient knowledge of product lines including current, new and seasonal offerings as well as catalog and deviated pricing. Hold knowledge of such information in strict confidence as defined by the Company Confidentiality Agreement.
3. Develop CSRs by continually reviewing performance, ongoing coaching, team development, and cross-training.
4. Work closely with Sales and Operations (including Scheduling and Shipping) across the company to ensure sufficient quantities of products are available to meet current and forecasted sales.
5. Compile, monitor, and provide resolution to customer complaints in a timely manner within established guidelines.
6. Maintain and update customer service SOPs, standards, workflows, and escalation procedures.
7. Assist in developing Holiday shipping schedules with the Warehouse Manager.
8. Active participation in the execution of Thanksgiving and Christmas holiday orders from planning and order entry to production and delivery. Manage, delegate, and resolve any customer issues that arise to assure a well-serviced experience for our customers.
9. Determine the proper allocation of shortages among a group of customers and/or among distribution centers for given customers when shortages exist.
10. Facilitate the order entry, scheduling, and delivery of orders that did not ship or were shipped short and require immediate attention.
11. Set up new customer accounts once approved by the SOP committee and Credit has been granted.
12. Develop and maintain Customer Service goals and KPIs such as response time, order accuracy, complaint resolution time, customer satisfaction, service-level expectations, or department scorecards.
13. Monitor and ensure completion of the department’s work, and coordinate resolution of issues.
14. Conduct performance evaluations for Customer Service Representatives per company guidelines.
15. Perform other related responsibilities, as needed, to support company business objectives.
Supervisory Responsibilities
Manage 4 team members in the Customer Service Department. Carry out supervisory responsibilities in accordance with the organization’s policies and applicable laws. Responsibilities include interviewing, hiring and training employees; planning, assigning and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
Skills/Knowledge/Abilities
- Bachelor’s degree in business or equivalent in experience.
- 5 years Customer Service experience, with at least 3 years in a supervisory role.
- Ability to plan, organize and complete work in a timely manner.
- Strong interpersonal skills. Good judgment and strong problem resolution skills.
- Proficiency with data entry and computer software, including EDI and advanced Word and Excel skills.
- Ability to work effectively with all Company stakeholders and motivate Customer Service staff to meet/exceed expectations.
- Ability to successfully manage multiple priorities in a fast-paced environment.
Physical Demands
Sitting 75%
Walking 15%
Standing 10%
Near acuity (clarity of vision at 20 inches or less)
Speaking-ordinary speech
Hearing-ordinary conversation
Fingering-computer keyboard