What are the responsibilities and job description for the Customer Service Manager - Proliant Health & Biologicals position at The Lauridsen Group?
To lead customer service and sales support, including logistics.
JOB QUALIFICATIONS:
Education: Two-year or four-year college degree desirable or work background / equivalent experience required
Experience: People leadership experience required. Customer service, logistics, sales and/or office management experience preferred. Experience with MPI and export requirements a plus.
JOB DUTIES:
- Manage the process and systems to receive, enter, acknowledge and coordinate fulfillment of customer orders in a knowledgeable and professional manner.
- Coordinate with quality, manufacturing and sales personnel to ensure customer labeling, shipping, and specifications expectations are met and to troubleshoot any problems.
- Prepare all paperwork required for shipments, including export documents.
- Coordinate with outside logistics companies to arrange delivery of product based on customer request.
- Develop staff within the department by communicating job expectations, providing coaching and guidance and conducting job performance reviews.
- Maintain accurate and up-to-date records regarding shipments to customers.
- Document and manage customer complaints. Address and troubleshoot issues in a timely manner.
- Monitor product inventory and keep on-line records up to date for all personnel, including lots reserved for customers.
- Communicate effectively and tactfully with plant personnel, sales staff, customer service and other internal and external customers.
- Oversee the management of warehouse personnel
- Oversee the processes and systems to provide the means to accurately track orders and customer purchase patterns of repeat business to provide proactive supply-chain assistance to our customers.
- Work with the Global Customer Service and Logistics Manager to build worldwide systems and infrastructure in customer service, sales support and logistics to support growth of the business, including preparing or assisting in writing of SOPs.
- All other duties as assigned.
JOB REQUIREMENTS:
- Ongoing focus on customer support and satisfaction.
- Willingness and ability to lead and develop others and work as a team.
- Ability to be accurate in filling out paperwork and entering data.
- Ability to do multiple tasks in a high-paced work environment and remain on task through common potential distractions.
- Computer skills (Windows, Excel, Salesforce.com, ERP system)
- Strong professional writing and speaking skills; knowledge of grammar, punctuation and basic vocabulary related to business communication and scientific products.
- Highly organized with attention to detail.
- Ability to remain calm and professional in challenging situations.
- Ability to cross-train and be cross-trained in other aspects of customer service, logistics, sales and quality assurance to ensure back-up support in a lean operation.
- Ability to interpret technical data as it pertains to Quality Assurance specifications and to perform computational mathematics related to weights, measures, pricing and cost analysis.
- Ability to professionally interact with customers when required, balancing a focus on customer satisfaction with maintaining the best interests of the company.
- Ability to maintain confidentiality of company information as required.
- Ability to identify process efficiencies and work towards continuous improvement in process and systems.
BASIC PHYSICAL REQUIREMENTS:
- May need to lift or move items up to 50 LB occasionally.
- Must be able to stand, sit and walk for extended periods
- Frequent use of office machines, including computer
BASIC MENTAL REQUIREMENTS:
- Must be able to learn, comprehend and communicate both orally and in writing.
- Must be able to concentrate on tasks and maintain attention to detail in a fast-paced environment.
- Must be able to handle the stress of meeting tight deadlines.
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