The Customer Service Manager (B2B) will manage and lead a team that establishes demonstrates outstanding customer service through handling and fulfilling all customer inquiries and orders in a manner that always exceeds expectations.
Accountable For:
1. Overseeing the customer service team including representatives, administrators, and a project manager.
2. Understanding, training, enforcing, and improving all aspects of the customer service cycle from initial sales order creation through fulfillment process.
3. Working within the department and with other departments / leaders to ensure orders meet scheduling parameters, quality specifications, and all other standards and expectations of customers.
4. Hiring, developing, training, and retaining top-notch talent to create a collaborative team to exceed customer and company expectations.
5. Developing and imparting product knowledge and resources that can be used to empower the customer service team to become the “front-line” troubleshooters for customer inquiries.
Specific Tasks:
1. Manage, develop consistent processes for, teach, and participate as necessary with the customer service team for order entry, order updates, and entering quotes as requested by Sales and Engineering teams.
2. Evaluate, analyze, and identify opportunities to improve other department processes and procedures.
3. Obtain pricing and product information based on customer or salesperson requests through the use of product catalogs, vendor contacts, etc.
4. Create purchase order drafts for buy-and-resell and drop-shipped items.
5. Investigate and resolve challenging and complex transactions.
6. Communicate and collaborate with Purchasing to ensure proper items are delivered to customers within required timelines.
7. Empower the customer service team to perform front-line triage for customer complaints, technical questions, and troubleshooting.
8. Manage return goods requests and partnering with Purchasing to oversee vendor requests.
9. Expedite and/or work with Purchasing to find alternative solutions for potential late orders.
10. Manage order and account-related administrative responsibilities for large house accounts and large orders.
11. Obtain an in-depth understanding of the company ERP system, transactions, customer needs, salesperson communications, etc. in order to enter, manage, and fulfill customer requests for quotes and order fulfillment.
12. Review Open Order Dashboard in the company ERP system and monitor open order status; communicate necessary information to sales or customers as appropriate.
13. Schedule and facilitate regular meetings with other department managers / team leaders to review current cross-departmental projects and ensure prompt follow-up and communication to appropriate internal personnel, customers, and suppliers.
14. Report key departmental metrics to management as requested.
15. Maintain and enforce health and safety-related policies and procedures.
16. Resolve disputes and concerns in a fair and diplomatic manner within and outside of department as necessary.
17. Maintain and continue to improve a people-first, collaborative culture within the customer service team and the company at large.
Requirements:
1. Bachelor’s degree in business management or related field. Managerial experience in B2B (business-to business) customer service may be considered in lieu of education.
2. Demonstrated proficiency in Microsoft Suite and Outlook. Experience with ERP systems is a plus.
3. Technical inclination / interest; possessing a “figure it out” factor.
4. Strong process acumen with the ability to devise and thoroughly document procedures.
5. Ability to interview, hire, and train new employees.
6. Ability to manage and motivate a team.
7. Strong written and verbal communication skills.
8. Reliable transportation and availability to work required schedule.
Staffing Network LLC
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