Logistics and Customer Service Manager

Position Summary

This position manages the customer service and logistics function for MCC; establishes the standards and measurements of continuous improvement and productivity for members of this department; evaluates logistics options for economic improvement; interacts with customers, product suppliers, production facilities, freight carriers, logistics providers and our sales team to provide world class service for each group’s individual needs. Strong personnel management, communications, customer service, inventory management, logistics, and order entry skills are required. This is a hybrid position with work from home days determined by business requirements.

Customer & Sales Support: Establishes customer service standards, trains and assures that employees understanding MCC’s customer philosophy. Provides assistance to the sales team regarding customer issues and inquiries.

Inventory Management: Participate in meetings scheduled by the supply chain manager regarding economical stock levels of MCC’s packaged inventory, bulk raw materials and finished goods at manufacturing facilities, warehouses, and rail yards. Oversee Vendor Managed Inventory levels and placement of purchase orders with vendors.

Logistics: Manages the relationship with freight carriers. Maintains carrier relationships to ensure that we have many transport options and are receiving multiple rate quotes on each shipment. Schedules shipments of raw materials into production facilities. Schedules shipment of finished products to customers. Monitor freight shipments to ensure that they are on time and delivered as requested. Creates and monitors logistics and customer service KPI’s.

Managing and Training: Keep the logistics and customer service department staffed to the appropriate level. Provides guidance to subordinate staff on non-routine matters. Train current and new employees on techniques, systems, and procedures. Interfaces with plant personnel for systems understanding, processes and procedures relative to MCC orders, products, production scheduling, etc.

Process Analysis, Improvement, Documentation: Works with the supply chain manager to implement systems and tools to help customer service and logistics department improve productivity. Documents new processes and procedures to provide reference tools and ensure the team follows agreed on processes.

Knowledge, Skills and Abilities Required to Perform the Position

• Logistics experience with transportation and shipping, including international shipping experience.
• 3-5 years of management/supervisor experience, preferably in logistics.
• Strong attention to detail and ability to analyze systems and processes.
• Ability to create and document new processes and procedures.
• Ability to maintain diplomacy while dealing with complex problems, difficult customer or employees.
• Motivational, listening, problem-solving, and delegation skills
• Ability to produce creative ideas to improve customer service standards and to analyze statistics to identify the customer service level the organization is providing.
• Ability to be a team leader and to communicate effectively with MCC’s management team, as well as department staff.
• Manage a group of individuals in order to maintain consistent customer service across all product lines and divisions.
• Identify urgent issues and develop/delegate a plan of action to be executed by the team
• Complete and present staff appraisals and create performance improvement plans as needed.
• Proficient in Microsoft Office, experienced using SAGE or other integrated accounting systems to maximize utility of data that can be used for MCC’s decision making.

• Minimum Education: Bachelor’s Degree

Principle Outcomes and other Relevant Information:

• Manage logistics and customer service team to efficiently service MCC and customers.
• Compile quarterly summary of logistical issues involving suppliers and communication of the summary to each supplier contact.
• Assist in increasing inventory turns resulting in improved use of MCC’s working capital; working within the guidelines of supply partner and customer supply agreements.
• Ensures consistent customer service standards, policies, processes, procedures, and best practices implemented across the department, monitored, measured, and reported.
• Creates policies and procedures for the customer service and logistics department.
• Assists in maintaining and utilizing up to date files for each supplier and customer pricing summary.
• Ensure ongoing maintenance of department operations manual is performed.

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