Customer Service Manager

Primary Purpose of the Role

The Customer Service Manager develops, implements and manages our customer service policies, procedures and staff.

The manager coordinates communication and execution among sales, logistics, marketing and our customers.

This person serves as the voice of the customer, ensuring that all polices and procedures are customer-focused with a concentration on ensuring efficient, best-in-class service to the entities Hoffmaster serves.

Essential Job Duties


* Manage, support, train, review and audit for compliance the customer service staff's duties including, but not limited to:



* Rapidly responding to all customer communications.


* Monitor Shipment Exceptions, and pre-empt customer problems by identifying "at risk" shipments for cure and communication.


* Routing return shipments to internal and/or vendor partner specifications.


* Order processing, both internally and externally


* Communicate supply issues including customer's preferred remediation



* Drive best-in-class operational performance through process development and technological solution recommendations.



* Support the customer-facing efforts of the sales team and report back information gained in those communications.



* Development of training materials, business process documentation, and employee work aids as necessary to accomplish the goals of the department.



* Effectively correct, or route issues related to EDI, ECM, order management, and third party order systems for resolution.



* Serve as corporate liaison to internal and external logistics personnel, ensuring timely and proper execution of all fulfillment related activities.



* Monitor and execute needed remedies for inventory management.



* Manage, support, train, review and audit for compliance the corporate samples program.



* Liaison with finance department to ensure proper invoicing and crediting of customer accounts, promotional programs and/or pricing discrepancies.



* Be the voice of the customer for strategic planning and innovation development.



* Route reports of quality defects to appropriate divisions and provide customer appropriate remediation solutions.



* Perform other duties as assigned.

Required Skills/Abilities


* Proficient user in Microsoft Office Suite



* Excellent communication, managerial, leadership, customer service and problem-solving skills



* At least three experience working in an EDI driven environment



* Ability to train, supervise and motivate others in a high volume environment



* Previous supervisory experience in a customer service environment


* Five years customer service experience, with a minimum of two in a supervisory capacity.

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