What are the responsibilities and job description for the CUSTOMER SERVICE & ORDER ENTRY MANAGER position at RADIANS INC?
Description
Position Summary
The Customer Service and Order Entry Manager oversees all aspects of customer service operations and order processing to ensure exceptional customer satisfaction, efficient order flow, and timely fulfillment. This role manages a team responsible for order entry, customer inquiries, issue resolution, and cross-departmental coordination with sales, logistics, and production teams.
Key Responsibilities
- Team Leadership
- Supervise, train, and motivate customer service and order entry staff.
- Develop clear performance goals and provide regular coaching and feedback.
- Foster a culture of accountability, collaboration, and continuous improvement.
- Customer Experience
- Ensure timely and professional responses to customer inquiries via phone, email, or other channels.
- Resolve escalated customer issues with empathy and efficiency.
- Analyze customer feedback to identify opportunities for service enhancements.
- Order Management
- Oversee accurate and timely order entry, pricing verification, and data integrity in ERP/CRM systems.
- Monitor order status and coordinate with production, shipping, and logistics to meet delivery deadlines.
- Review and streamline order entry processes for accuracy and efficiency.
- Process Improvement
- Identify, document, and implement process improvements to optimize workflow.
- Develop standard operating procedures (SOPs) and maintain up-to-date training materials.
- Leverage system tools and reporting to track performance metrics (e.g., order accuracy, response time).
- Cross-Functional Collaboration
- Partner with Sales, Accounting, and Operations to ensure smooth communication and order fulfillment.
- Provide regular reporting on order volumes, customer service metrics, and departmental KPIs.
- Support system upgrades or integrations related to customer service or order management platforms.
Requirements
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.
- 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.