Customer Service Manager

Responsibilities: 

• Investigates and resolves any customer issues (i.e. delayed backorders) & performs root cause analysis to make improvements with cross-functional teams. 


• Leads, trains, and develops a team of high-performing Customer Service Representatives by holding meetings to discuss priority orders, team goals, training and new company information.


• Builds strong relationships with customers and actively solicits feedback about company performance, forecasts, and business trends; troubleshoots supplier/customer satisfaction ratings.


• Reviews, analyzes and executes replenishment planning for assigned product categories; manages purchase orders to support inventory plan & expedites orders based on customer demands/forecasts. 


• Supports inventory strategies and policies by maintaining and auditing system data for assigned product lines i.e. customer product and pallet return process, customer credits and short pays.


• Provides input to operations team to help facilitate production and shipping schedules to meet requirements. Communicates changes that may negatively impact customers to sales/plant leadership.  


• Reduces slow-moving inventory (SLOB) by determining the supplies and materials needed for customer orders and manages process of expediting sales orders into shipments during incentive programs.


• Analyzes ordering patterns and sales data to aid in production and sales forecasting, communicates to plant leadership as necessary.


• Performs other duties as assigned.

Requirements: 

• Bachelor’s Degree and 3-5 years of experience preferably in a similar or related field. 


• Experience exceeding 5+ years in a customer service leadership role will be considered in lieu of a degree.


• Previous customer service leadership experience with proven growth and demonstrated success 


• Manufacturing experience strongly preferred


• B2B experience/Account management required


• Intermediate Excel skills – pivot tables, VLOOKUPs, data visualization


• SAP preferred but demonstrated competency in other ERP systems will be considered


• Entrepreneurial/self-starter– someone who can step in and drive efficiency and process improvement across the order management process


• Experience with lean manufacturing practices, AR/AP accounting, forecasting, and sales order processes


• Detail-oriented with strong analytical skills; Ability to multi-task well in a fast-paced environment


• Exceptional customer service skills in handling issues in both the interest of the customer and Mauser