Customer Service Manager

Responsibilities:

• Investigates and resolves any customer issues (i.e. delayed backorders) & performs root cause analysis to make improvements with cross-functional teams.
• Leads, trains, and develops a team of high-performing Customer Service Representatives by holding meetings to discuss priority orders, team goals, training and new company information.
• Builds strong relationships with customers and actively solicits feedback about company performance, forecasts, and business trends; troubleshoots supplier/customer satisfaction ratings.
• Reviews, analyzes and executes replenishment planning for assigned product categories; manages purchase orders to support inventory plan & expedites orders based on customer demands/forecasts.
• Supports inventory strategies and policies by maintaining and auditing system data for assigned product lines i.e. customer product and pallet return process, customer credits and short pays.
• Provides input to operations team to help facilitate production and shipping schedules to meet requirements. Communicates changes that may negatively impact customers to sales/plant leadership.
• Reduces slow-moving inventory (SLOB) by determining the supplies and materials needed for customer orders and manages process of expediting sales orders into shipments during incentive programs.
• Analyzes ordering patterns and sales data to aid in production and sales forecasting, communicates to plant leadership as necessary.
• Performs other duties as assigned.

Requirements:

• Bachelor’s Degree and 3-5 years of experience preferably in a similar or related field.
• Experience exceeding 5+ years in a customer service leadership role will be considered in lieu of a degree.
• Previous customer service leadership experience with proven growth and demonstrated success
• Manufacturing experience strongly preferred
• B2B experience/Account management required
• Intermediate Excel skills – pivot tables, VLOOKUPs, data visualization
• SAP preferred but demonstrated competency in other ERP systems will be considered
• Entrepreneurial/self-starter– someone who can step in and drive efficiency and process improvement across the order management process
• Experience with lean manufacturing practices, AR/AP accounting, forecasting, and sales order processes
• Detail-oriented with strong analytical skills; Ability to multi-task well in a fast-paced environment
• Exceptional customer service skills in handling issues in both the interest of the customer and Mauser