CUSTOMER SERVICE MANAGER

DUTIES AND RESPONSIBILITIES:

· Oversee Customer Service department.

· Delegate and cross-train subordinates.

· Qualify customer sales leads and follow them through to closing (which results in a purchase order or a declination of MOCAFE™ or MODERN OATS® products).

· Assist Logistics and Sales team (including International sales) on customer samples/POS request, account set up, pricing, item set up, requirements and sales information.

· Manage EDI.

· Handle inbound or outbound customer, broker and consumer request via phone or email on inquiry of order placement, account update, pricing, product information, and any other related issues.

· Develop, present and organize business improvements by implementing procedures.

· Create goals in terms of customer retention and sales.

· Process sample/POS request for events, customer, broker, PR agency and sales meetings.

· Process order and order maintenance transactions:

· Verify account payment terms are correct, any order revision, tier pricing, order shipping requirements including instructions, product availability.

· Update order status on open order, manage backorder, order replacement, track shipment and expedite.

· Open backorder item and offer customer product alternative different pack size or comparable.

· Oversee and review processed order, customer correspondence, customer maintenance and customer follow up.

· Coordinate customer order requirements, order revision, and order shipping schedule and order on time delivery.

· Work with shipping carrier, trace shipment, check shipping status, re-route shipment and resolve any shipment problems or issues.

· Direct wholesale customer orders to current distributor or recommend nearest distributor to order direct.

· Work closely with Logistics team on product availability, allocation and replenishment.

· Maintain customer account in Sage 100 for existing customer including update & change request and new customer set up.

· Assist sales and marketing in keeping MODERN OATS® locator file up to date.

· Manage customer inquiries and complains from IBC web properties, Amazon.com and social media channels.

· Manage website portal with key customers:

· Smart & Final (EDICT) and Amazon FBA by performing to extract Purchase Order, confirm order, update backorder order item, and create shipment Bill of Lading, carton labels, shipping labels and Smart & Final update EDI PO invoice.

· Resolve and reconcile customer billing discrepancies on product returns, miss shipments, overages or shortages, damages with warehouse, sales and accounting.

· Maintain sales data management within the Salesforce database on customer leads, customer prospect, existing customer update changes, log customer activities and customer task schedule.

· Conduct customer service maintenance outbound calls or via email with customers, distributor and brokers on inventory supply needs, supply of product samples, point of sale materials (cut sell sheet, displays, table tents).

· Replenish company office supplies, sort inbound & send outbound mail including courier, maintain office equipment and filing.

· Complete new customer setup form.

· Other duties as assigned.

QUALIFICATIONS:

· A Bachelor’s Degree from a four-year university or equivalent experience is required.

· Excellent verbal and written communication skills.

· Ability to communicate with customers on the phone professionally.

· Strong interpersonal skills.

· Punctual.

· Ability to understand and follow written and verbal instructions

· Ability to deal effectively with a diversity of individuals at all organizational levels.

· Commitment to excellence and high standards.

· Strong organizational skills; able to manage priorities and work flow.

· Versatility, flexibility, and a willingness to work within constantly changing priorities with enthusiasm.

· Must be able to speak, read, write, and understand the primary language(s)