POSITION DESCRIPTION:The Customer Service Manager is responsible for managing both B2B and B2C departments to ensure customer orders are accurately fulfilled for both channels.Additionally, this position will work closely with Marketing, Production, Compliance, Inventory, Sales, Accounting and Credits to ensure overall customer satisfaction.This roleprovides team members with the appropriate training, tools, direction and motivation to meet company objectives.
1.Manages all department aspects including personnel on a day-to-day basis.
2.Plans and schedules the work shifts for the most effective utilization of employees, equipment, and material within budgetary, cost and quality standards.
3.Addresses any escalated calls, purchase orders or inquiries from customers and shipping carriers.
4.Helps the departmental team develop and achieve goals, action plans, and time tables.
5.Monitors customer service workflow, phone call/work volumes, and quality of service.
6.Develops relationships with customers, inter-office personnel and outside sales reps to promote goodwill and generate new business.
7.Reviews and updates current SOP’s, identifies any areas in need of improvement, recommends and implements strategic plan of action.
8.Takes the lead in the implementation and training of staff for any new software or ERP’s introduced.
9.Ensures short ships, returns and miss-picks are successfully researched and disputed.
10.Prepares daily department reports measuring productivity and capturing unfulfilled orders.
11.Manages all human resources-related issues, such as payroll, hiring, training, counseling, disciplining, performance evaluations, incentive plans, conflict resolutions, to name a few.
12.Creates, maintains and implements metrics to track staff attendance, performance, ensures an effective performance tracking and feedback system is in place.
13.Oversees the successful delivery of incoming packages and carrier deliveries.
14.Performs any other duties as may be assigned by manager.
1.Minimum of a Bachelors Degree required
2.Minimum of 5+ years of previous customer service/order fulfillment experiencein a call center environment
3.Must have minimum of 5+ years of supervisory experience
4.Strong track record of accounting principles such as reconciliation and aging of invoices for both B2B and B2C accounts.
5.Prior experience in the vitamin/supplement/nutrition industry preferred.
6.Strong verbaland writtencommunication skills.
7.Ability to multi-task, prioritize responsibilities andbedetail oriented
8.Strong follow through,organizational, and leadershipskills
9.Strong computer skills and proficiency in Microsoft Office programs
10.Excellent problem resolution skills
11.Adaptable in a fast-paced environment.
12.Excellent work ethic
13.Local candidates only (Los Angeles, CA location)
14.Must be agreeable to posted wage.
Position requires a clear background check and drug screen.
This individual has a chance to be hired on permanently after 3 weeks.
Please send your resume to Susie at firstname.lastname@example.org. .
Kimco has been providing award-winning staffing services since 1986. With branch offices and on-site locations throughout California. We offer flexible employment options through our specialized practices: office professionals, technical support, accounting operations, and industrial staffing. Last year we filled more than 20,000.