What are the responsibilities and job description for the Customer Service Manager Req ID 16690 position at Pacific Coast Companies, Inc.?
H.C. Muddox joined Pacific Coast Building Products in 1980 and now supplies a large distributor network with clay products that include standard face brick, thin brick, flue liners, pavers, pool coping, and structural brick. H.C. Muddox also offers custom shapes, sizes and colors in a range of products.
(CUSTOMER SERVICE MANAGER)
$65 - $70K Depending on Qualifications and Experience
WHAT THIS ROLE LOOKS LIKE: Under the supervision of the Regional Sales Manager, this position supports and supervises the Customer Service & Dispatch departments including but not limited to, processing customer orders, invoices and credits, handles accounts receivable requests for customers, assists the yard checking the loads for CPU’s and is required to provide sales assistance for any walk-in commercial and retail customer; and is responsible for supporting and demonstrating the Core Values of Integrity, Safety, Respect, Customer Focus, Quality, Innovation and Financial Success. Performs other related duties as assigned.
ESSENTIAL DUTIES AND RESPONSIBILITIES: include the following. Other duties may be assigned. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Supervise Customer Service, Samples Department, and Dispatch Personnel.
- Coach, train, instruct, and offer guidance to all subordinates.
- Perform annual reviews for direct reports in SuccessFactors (HRIS), engage in employee development and discipline as applicable.
- Manage employees within state guidelines for breaks, lunches, etc. and apply best business practices, policies and procedures.
- Work with HR for recruiting and hiring assistance.
- Responsible for monitoring and approving employee actions in EC (HRIS) in a timely manner.
- Responsible for running time data audit report of recorded time and errors and track attendance via payroll system (UKG Kronos).
- Answers phones in a courteous and friendly manner and refers calls to appropriate party.
- Process and manages sales orders and change-orders received from customers inside sales coordinator and sales representatives, set-up sales order, terms, payer, and pre-lien data in SAP for initial order.
- Enter sales orders and change-orders into SAP and distribute copies to appropriate departments.
- Issues Invoices, Returns for Credit, Credit and Debit Memos following the guidelines outlined in Basalite Policy documents.
- Managing and processing EDI workflow orders; delegating as needed to team.
- Changes delivery notes to reflect loading changes and inventory shortages.
- Assist in managing location pricing structure with sales teams in SAP, prepare and enter yearly pricing increases.
- Develops a working knowledge of all products and established procedures.
- Provide marketing support for samples, catalogs and information requests by the Sales Reps.
- Responsible for assisting in maintenance of inventory of marketing materials.
- Work with Sales Teams to coordinate customer requests and to help provide superior customer service.
- Generate quotations for projects.
- Maintain established customer relationships and forge new ones where appropriate.
- Keep displays stocked of HC Muddox brick samples at dealer locations.
- Become knowledgeable on all products and recommended installation requirements.
- Assist in the setup and maintenance of both indoor and outdoor product displays
- Answer any questions regarding product, orders, invoicing and pricing.
- Weekly and Monthly reporting responsibilities for retention per company policies.
- Works with all sales staff; Outside Sales and Inside Sales.
- Backup for Customer Service and Internal Sales personnel.
- Keep area clean and organized
- All other duties and responsibilities assigned by company or its designated representatives
- Attends safety meetings and abides by all safety rules set forth by company and governmental regulatory agencies; ensures that hazardous conditions are reported and corrected.
- Predictable and Regular attendance is required.
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.
- High School education or equivalent required, college level courses a plus.
- Five years’ customer service experience preferred, experience in the concrete block and/or sack industry a plus.
- SAP experience preferred.
- Strong aptitude for organizing personal tasks and repetitive duties in a dynamic environment.
- Must have strong communication, teamwork, decision-making and interpersonal skills.
- Demonstrate commitment to consistently delivering the highest quality customer service.
- On-the-job training experience is required to be able to perform duties.
- Proficient in Microsoft Word, Excel, PowerPoint.
- Requires strong accounting, clerical and basic computer knowledge skills.
- Valid Driver’s License and a good driving record is required.
- Predictable and Regular attendance is required.
PHYSICAL DEMANDS The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
- Frequently required to use hands to finger, handle or feel; Reach with hands and arms; Talk and listen; Stand, walk, and sit.
- Frequently drive a personal vehicle to local distributors.
- Occasionally required to bend at the waist; Lift and/or move up to 35 pounds.
- Up to 40% travel time to visit job sites and for other business needs.
- Predictable and Regular attendance is required.
WORK ENVIRONMENT The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.
- Office environment with moderate noise.
- Plant environment with loud noise, moving machinery and dusty.
- Outdoor weather conditions.
- Extreme temperatures.
- Wear mandatory and/or other appropriate personal protective equipment (PPE)
- On the job training will be provided!
- GREAT Benefits! Accrue up-to 80 hours vacation your first year!
- Selected candidate for this position is subject to a pre-employment drug screen
This is a regular, full-time position with competitive compensation and full benefits including medical/dental insurance, disability benefits, life insurance, 401(k), profit sharing retirement plan, and wellness programs. We are an equal opportunity employer and promote a drug free workplace
Salary : $65,000 - $70,000
