What are the responsibilities and job description for the Customer Service Manager position at Hoshizaki Northeastern Distribution Center, Inc?
SUMMARY
Under the general supervision of the DC Director of Operations, the Customer Service Manager supervises the department to include processing orders, sales reports, shipping schedule, and inventory schedule.
ESSENTIAL FUNCTIONS.
- Ensure all Sales Orders are accurately and timely processed by CSRs.
- Must have thorough knowledge of the current product line.
- Must be able to walk anyone through all sales procedures, processes, and policies.
- Must be able to work professionally with all Channel Partners, and their employees. Must always show discretion and diplomacy when working with all Channel Partners.
- Needs to be able to interpret primary sources of data to help expedite critical shipments. Sources may consist of, but are not limited to: Shipping Schedules, Inventory Schedules, and Supply/Demand tables.
- Must be ever aware of the Monthly Budget goals and make every effort to achieve said goals.
- Will have to be able to solve problems related to orders, shipments, credits, billing, returns and concessions. Must be able to utilize software tools including, but not limited to Excel, Word, ERP/MRP, Shipping and Payroll systems.
EDUCATION & EXPERIENCE
- This position requires at least 2 years of college in a business-related curriculum, or 3 – 5 years of experience in a similar position. Bachelor's Degree preferred.
- Candidate must have at least 3 years' experience working in an environment of high phone traffic.
KNOWLEDGE & SKILLS
- Excellence in the following skills is required:
- Oral and Written communication
- People skills, including diplomacy, tact, and professionalism.
- Discretion, trust, and integrity.
- Listening and following directions.
- This position requires absolute fluency in the English language, both written and verbal.
- This is a tactical position, but occasionally requires some strategic thinking. Building tactical goals for each CSR will be required annually, and occasionally Strategic input will also be required.
- Must have the ability to work with various other departments daily.
DECISION MAKING
Ability to interpret data and make recommendations.
PHYSCIAL REQUIREMENTS
Non-Manufacturing:
- Typically work is in an office environment where the noise level is low to moderate.
- Requires standing and/or sitting for prolonged periods of time.
- Ability to lift boxes/materials weighing up to 50 lbs.
- Requires telephone work and/or computer work, as well as interactions with other employees and customers.
- Ability to read, write, listen, and communicate effectively.
Hoshizaki values Trust, Compliance, Transparency, & Collaboration
