What are the responsibilities and job description for the Customer Care Manager position at The LaSalle Group?
Customer Care Manager
We are seeking a highly skilled Customer Care Manager to join our team. This individual will be responsible for managing assigned territory, partnering with Manufacturer's Representatives and Sales team, and ensuring order accuracy and support of Sales, Manufacture Representatives, and Dealers.
Key Responsibilities:
- Manage assigned territory and partner with Manufacturer's Representatives and Sales team
- Learn and understand complex equipment configurations to ensure order accuracy and support of Sales, Manufacture Representatives, and Dealers
- Review all orders for correct configuration, prices, ship dates, and inventory availability
- Process accurate orders same-day and continuously manage and own Territory Order Log report
- SUPPORT SALES PROCESS, including coordinating needs of End Users, Equipment Dealers, Manufacturer's Representatives, Regional Sales Managers, and Regional Sales Directors
- Monitor, log, prioritize, and dispatch pre-site, commissioning, and installation for equipment installations and chef training for assigned territory
- Create, update, and publish weekly SAP forecasting report to Regional Sales Managers and Directors with current order status
- Attend monthly Regional meetings and provide feedback to sales team on order status detailing ship dates, requirements to ship, site survey status/results, and any changes impacting ship dates
- Partner with Distribution Center to ensure orders are shipped on required ship dates and delivery notes are sent within shipping requirements
- Answer telephones, address issues and complaints, or re-direct customers as needed
Requirements:
- Manage Salesforce and SAP customer master data accounts setup, including applications, and act as liaison with the Finance Department
- Issue Return Good Authorization requests (damaged or refused freight, incorrectly ordered) and manage credits as required
- Provide PODs when requested
- MUST HAVE ORDER PROCESSING OR ORDER ENTRY EXPERIENCE
- Approve Chef expenses and adherence to the freelance contract
- Resolve problems or escalate issues to technical department when necessary
- Manage high-volume email correspondence and respond in a timely manner
- Provide back-up support to other team members
- Create and update SOPs as required
- Train Sales Managers and Representatives on Customer Care territory processes and procedures
