Customer Service Manager

Customer Service Manager page is loaded **Customer Service Manager**
**Customer Service Manager**
locationsChattanooga, TN

time typeFull time

posted onPosted Today

job requisition idR2620840

**Position Title**
Manager, Customer Service
**Department**
Customer Service
**Reports To**
Sr. Manager, Customer Service
**Business Unit**
Sanofi Consumer Healthcare US (formerly Chattem) is a leading marketer and manufacturer of a broad portfolio of branded over-the-counter (OTC) healthcare products, in such categories as allergy, upper and lower gastrointestinal, skin care, topical pain care, oral care and other OTC toiletry products. The US CHC portfolio includes well-recognized brands such as: Allegra, Nasacort, Xyzal, Dulcolax, Gold Bond, Cortizone-10, Icy Hot, Aspercreme, Rolaids, ACT, Unisom, and Selsun Blue.
**Benefits**
Competitive pay
401(k) + employer matching
Dental insurance
Health insurance
Paid time off
Tuition reimbursement
Vision insurance
And many more!
**Job Overview**
Leads Customer Service Department to manage order cycle so as to enhance business development and ensure customer satisfaction.
**Scope of Responsibilities**
1. Supervision responsibility of four (4) to six (6) Customer Service Representatives as well as a team of (3) three contractors who manage domestic and affiliate sales orders. Guide hiring process for new associates, coordinate training and conduct performance reviews.
2. Direct the daily operations of the Customer Service department, including:
* Monitor and manage sales order process Handle Complex and Escalated Service Issues Interface with various Chattem departments
* Internal and Field Sales
* Distribution/Transportation
* Product Supply/Supply Chain
* Finance (Credit, A/R)
* Customer return (RA) or destroyed in field process
3. Internal reporting of various sales order shipment or customer data
4. Definition of continuous system and/or process improvement projects
* Oversee achievement and maintenance of agreed customer service levels and standards
* Define actions for improvement
* Implement methods for maintaining targets/goals
**Required Qualifications**
Experience: Minimum of 5-10 years experience in Customer Service/Order Management required.
Professional Skills: Proficient in PC skills, especially MS Office; able to work cross-functionally; understanding of

Electronic Data Interchange (EDI) transactions and process flow.
Familiarity with FMCG, especially OTC/HBA products and key classes of trade
* Mass
* Drug
* Food
* Dollar/Convenience Store
Working knowledge of key department interactions
* Distribution/Order Picking
* Transportation/Carriers
* Supply Chain/Product Availability
* Financial Reporting
**Desired Qualifications**
Education: Bachelors Degree preferred.
Experience: Experience in CPG/OTC Customer Service/Order Management preferred.
**Terms of Employment**
Light overnight travel possible
Sanofi Inc. and its U.S. affiliates are Equal Opportunity and Affirmative Action employers committed to a culturally diverse workforce. All qualified applicants will receive consideration for employment without regard to race; color; creed; religion; national origin; age; ancestry; nationality; marital, domestic partnership or civil union status; sex, gender, gender identity or expression; affectional or sexual orientation; disability; veteran or military status or liability for military status; domestic violence victim status; atypical cellular or blood trait; genetic information (including the refusal to submit to genetic testing) or any other characteristic protected by law.
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At Sanofi diversity and inclusion is foundational to how we operate and embedded in our Core Values. We recognize to truly tap into the richness diversity brings we must lead with inclusion and have a workplace where those differences can thrive and be leveraged to empower the lives of our colleagues, patients and customers. We respect and celebrate the diversity of our people, their backgrounds and experiences and provide equal opportunity for all.

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