Customer Service Manager

Summary

A key interface role connecting the functions of the Sales, Warehousing & Outbound Logistics departments. This role facilitates the efficient conversion of sales orders into a delivery schedule to meet customers’ requirements. To successfully deliver on these objectives, this function provides a full-service data entry and knowledge management role on our trade customers for our Sales and Outbound Logistics departments.

Essential responsibilities include training agents, retaining customers, and coordinating with other department heads.

Key Responsibilities

• Oversees the daily operations of the customer service department, leading customer service representatives in successfully achieving objectives

• Supporting the sales order process by accurate and timely order entry and confirmation

• Managing of the Customer & Consumer Complaints & feedback process

• Managing the Logistics functions of the Returns Policy by coordinating product retrieval from the trade

• Ensure the Customer Service team function as product ambassadors, easily able to provide basic product information to customers and consumers alike

• Maintain & update customer information so as to ensure effective communication to trade customers

• Conducting Customer surveys to establish our service levels and making recommendations to improve

• Maintain & update Customer profiling information database

• Communication of sales promotions and deals information to customers at the point of order entry.

• Compiling, analyzing and reporting on customer service metrics

• Reporting on department performance and insights from data collected, for continuous improvement

• Conducting market research to stay up to date on customer data changes

• Enabling the automation of key business processes on ERP system

• Establishing department standards and procedures

• Setting customer service objectives and goals

• Effective performance management of Customer Service Team

• Participates in monthly meetings with Transformation Team

• Train Customer Service Team

• A bachelor’s degree in business administration, industrial engineering or a related field

• Three (3) years of experience in a customer service role, preferably in a Retail or Distribution environment, supporting the sales and Logistics functions

• Proficiency in Microsoft Office Suite, ERP & BI systems

• Minimum two (2) years’ experience in business process mapping and continuous improvement initiatives

• Highly organized and detail-oriented

• Demonstrated ability in project management

• Industry Experience: Marketing and distribution and/or pharmaceutical environment, considered as an asset