Customer Service Manager - OSI Group

In this role,you will managethe overallteam direction by implementing individual and team goals and setting required daily tasksand essential performance metrics. Ideal candidates will displayexcellent leadership abilities, preferably with a solid background in building and managing a large team. Problem-solving, initiative, attention to detail and strong communication arerequired skills for this role. Managers mustpossessa strong understanding of the Supply Chainand be able to coach and mentor their employees. In this role, you will report directly to the Director of Customer Service.

• Job supervises a team, has authority to hire and performance-manage a team.
• Job leads/supervises/manages 6-15 employees
• Collaborates with Sales and Manufacturing to maintain customer accounts and establish a close business relationship by ensuring that customer orders, inquiries, and complaints are correctly entered, recorded, and addressed.

• Manage and provide leadership to a team of CSRs, including, but not limited to, hiring, training, assigning work, managing performance, and making employment-related recommendations.
• Be familiar with all company policies and procedures; uphold/enforce them to maintain fairness and consistency of treatment.
• Track important KPIs like Fill Rate, On time delivery, and lead time performance.
• Oversee and organize training for your department and coordinate cross-training with other departments.
• Host internal and external calls to resolve issues and gain consensus on critical issues.
• Respond to customer inquiries involving complex and sensitive situations. Take ownership of customers’ issues and follow problems through to resolution.
• Utilizing the ERP system, maintains a log of all consumer contacts and issues.
• Provide guidance and approval to CSRs involved in resolving unusual or high dollar order discrepancies; conduct additional research and analysis as required.
• Organize and lead weekly team meetings; create agendas including important announcements, organizational changes, and general FYIs.
• Review monthly, quarterly and other routine and ad hoc report to ensure that orders, payments, and credits are being processed correctly; provide feedback and direction to employees when discrepancies are identified.
• Prepare routine and ad hoc reports for use by management in evaluating progress towards organizational goals and assessing changes to sales and marketing strategies.
• Utilize customer proprietary replenishment systems to monitor and manage customer order volumes and out of stocks.
• Present departmental updates in weekly team leadership call and Monthly to Supply Chain leadership
• Assist sales in coordinating efforts across departments for new product development.
• Works closely with the logistics department to ensure orders are delivered by the expected date. Any issues are communicated to the customer.
• This role has the responsibility to understand and places in practice appropriate safety procedures.This responsibility is achieved through education, training, use of protective equipment (as applicable) and by following safety policies, regulations, standards, and laws.
• Perform other duties as assigned.

• 5-10 years of experience in related field is preferred.
• In a food manufacturing or customer service environment.
• Ability to communicate clearly, verbally and in writing, with all levels of management and external customers.
• Ability to lead a high-performing, customer-focused team and foster a high level of morale.
• Demonstrated initiative, detail-oriented, and practical decision-making skills.
• A creative and analytical problem solver with a passion for excellent customer service.
• Enjoy a fast-paced, high-energy environment and a variety of duties
• Strong technical background with experience in Excel and other data toolsets.
• Ability to multitask under pressure.
• BA/BS or equivalent is preferred.
• In Business or related field or equivalent writing, speaking, analyzing, and mathematical skills acquired through working.
• Work is generally performed within a business professional office environment, with standard office equipment available.
• Work conditions are typical of an office environment.
• This role does not require any domestic travel
• Position may require the physical agility of lifting up to 15 pounds.
• Position may require frequent and/or infrequent of bending, squatting, pushing, pulling, stretching/reaching, use hands or fingers, talk, hear, feel objects, tools, controls and standing/walking on concrete flooring.
• Position may require the physical ability to stand/walk for Less than 4 hours.

#CB


OSI Industries is an Equal Employment Opportunity employer that believes everyone has the right to be treated with dignity and respect. OSIdoes not discriminate on the basis of national origin, gender, race, color, religion, pregnancy, gender identity, sexual orientation, protected veteran status, disability, or any other characteristic protected by applicable law. All applicants will receive consideration for employment based on merit, qualifications, and business needs. OSI participates in the E-Verify program.