Customer Service Manager

Job title

Customer Service Manager

Reports to

General Manager

FLSA Classification

Exempt

Summary / Objective

This position will oversee all Customer Service Representatives at Dupuy Houston; a key strategic and operational leadership role responsible for the development, continuous improvement and delivery of great customer service.  This position is responsible for helping the GM in leading and developing a team that works together to deliver great customer service and adhere to all company policies and protocol

Essential Functions

• Responsible for all records, including inventory record keeping, in and out shipping documents, weighing, reconditioning, sampling, assorting, blending, upgrading and roasting.
• Drive quality and consistency while adapting to a changing environment
• Address all customer complaints and provide exceptional and professional communications with customers and vendors
• Manage all Customer Service Representatives by assigning customers, issuing duty lists and backup duty lists; helps them balance responsibilities and assign priority work; performs as a backup when needed.
• Interview, hire, and address Customer Service Representatives issues; assist in performance management; approve time records, PTO requests and expense reports
• Responsible for learning new software applications in relation to the business including ExponentHR, Royal 4, etc.
• Responsible for scale inspections by certified scale company
• Make sure all billing and invoicing gets done in a timely manner
• Responsible for accurate service rates
• Approve payment of invoices for Customer Service department; approve cancellation of invoices
• Responsible for Foreign Trade Zone (FTZ) Annual Report and all documents pertaining to FTZ, including FTZ manual
• Responsible for all Customs Bonded documents for CBW, including CBP manual
• Oversee CSR’s updating other computer systems, eCops and Guardian for Exchange Coffee
• Responsible for inventory totals for GCA
• Acts as backup for employee time sheet approval and payroll approval
• Communicates and develops working relationships with warehouse supervisors, directors and managers from other departments
• Responsible for making sure all warehouse services get completed in a timely manner
• Maintain continuous education and safety training
• All other duties assigned

Qualifications

Physical requirements

Must be able to lift 25 pounds, prolonged periods sitting at a desk and working on a computer in an office environment setting

Position Type and Expected Work Hours

This is a full-time position. Days and hours of work are Monday through Friday, 7 : 30 a.m. to 4 p.m.

Supervisory Responsibilities

Supervises 7 to 10 employees including the courier / sampler.