We are seeking a detail-oriented Customer Service Manager to join our team in the location of Ontario. The ideal candidate will have experience in, Managing and coordinating customer service operations of The Customer Service Department, engage in client interaction, complaint resolution, order initiation, and day-to-day operations by performing the following duties. First point of contact for customer service.

• ** Must have experience to work with Dynamics 365 Finance and Operations & ERP **

Schedule : Monday - Friday 8:00 AM - 5:00 PM

Essential Duties and Responsibilities:

• Determines procedures, prepares work schedules, and expedites workflow.
• Works with outside sales representatives, Account Executives, and regional managers.
• Works with appropriate executive and management team to implement proper pricing programs and order schedules.
• Daily supervision and updating the training of the department's personnel and assisting the instruction and/or direction with questions on products, customers, orders, and returns.
• Monitors specific large-volume orders, and unique customer requests. Problem-solving for best practice solutions.
• Resolves pricing and shipment issues with the Accounting Department.
• Periodically reviews invoicing to ensure products and orders are being processed correctly.
• Prepares and reviews the Open Order Report and Inventory Reports as needed.
• As necessary, monitors and modifies system allocations of incoming products to pending orders.
• Identify, develop, and track trends and key performance measurements for executive team reporting
• Assists the Inventory Manager by researching inventory discrepancies
• Aides and supports procedural improvements and department operations
• Provides and receives information to and from other departments to help coordinate and ship orders
• Performs daily billing audits. Participates in system upgrades and projects.
• Assists with training company personnel, on and offsite, as needed. Safety Committee member and responsible for training subordinate personnel in the department on monthly safety meetings and/or safety topics
• Promotes and responds to customer service needs. maintain and verify that department customer service practices are professional, effective, and efficient.

Supervisory Responsibilities:

Directly supervises approximately 20 employees in the Customer Service Department. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems

Competencies:

Customer Service - Responds promptly to customer needs; meets commitments.

Delegation - Set expectations and monitor delegated activities.

Managing People – Creates availably for staff; develops subordinates' skills and encourages growth.

Organizational Support - Supports the organization's goals and values

Qualifications To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Education and/or Experience:

High school diploma or general education degree (GED); and seven plus years of related experience and/or training; or equivalent combination of education and experience.

Bachelor’s degree preferred.

Spanish fluency is a plus.

Mathematical Skills : Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

Computer Skills:  To perform this job successfully, an individual should know inventory software; order processing systems; spreadsheet software; and word processing software

** Must have experience to work with Dynamics 365 Finance and Operations ( ERP ) **

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