Customer Care Manager

Job Summary

Effectively manage all aspects of service to wholesale customers including overseeing and/or completing the receipt and processing of orders.  This shall include monitoring and responding to issues with EDI, direct orders, and the dealer order portal.  Ensure a high degree of service is provided and customer needs are met as deemed appropriate by policy or practice. Continuously demonstrates and maintains an environment in support of anticipating customer needs and exceeding service expectations

Duties and Responsibilities

• Manage the customer service function for the company with responsibility for ensuring orders are processed and maintained at all times.
• Oversee the EDI order receipts and notification processes including ensuring all transmissions are timely and accurate.
• Ensure Advanced Shipment Notices (ASN’s) and invoices are transmitted to customers in a timely fashion.
• Manage the customer service contact lines; ensure customer contacts are directed as appropriate, resolutions provided and needs addressed.
• Develop, maintain, and manage a strong working relationship with the National Sales Manager and external sales reps to maintain a clear understanding of customer expectations, needs, and issues.
• Maintain an up-to-date knowledge of inventory levels, distribution capabilities, shipment issues, and the like.
• Regularly communicate order statuses, shipment updates, pricing, inventory levels, etc. with shipment and wholesale customers.
• Support the sales department as needed at wholesale buy group and/or distributor sales shows.  
• Develop, maintain, and facilitate an environment of collaboration between Customer Service and other departments including Sales, Credit, and Demand Forecasting.
• Monitor and manage department expenditures; provide input on departmental budgetary needs.
• Maintain an up-to-date knowledge of product lines, models, and accessories.
• Manage an assigned team by providing leadership, coaching, and direction to members of the department, performing those responsibilities in accordance with the established policies and applicable laws. Responsible for interviewing, hiring, planning, assigning or directing work, appraising performance, disciplining team members and resolving problems. Work with Human Resources to resolve more complex team member-related issues.
• Oversee Consumer service call center and email to ensure timely responses and the highest degree of consumer satisfaction.
• Oversee and manage the retail store including inventory, staffing, display, and promotions.  
• Other duties as deemed necessary.

Qualification Requirements

Minimum Education

• Bachelor’s Degree strongly preferred, Associates Degree or High School diploma with be considered with adequate experience.

Minimum Work Experience

• Five (5) years of customer service experience supporting mid to large scale customers of which at least two (2) years is in a supervisory capacity.

Knowledge, Skills and Abilities

• Knowledge of Electronic Data Interchange (EDI) order placement and invoicing.
• Strong knowledge of SAP and related systems, especially the QTC module
• Knowledge of and proficiency in using Microsoft Word and Excel.
• Strong customer service skills and the ability to identify and facilitate needs.
• Good communication skills and the ability to effectively communicate both verbally and in writing.
• Interpersonal skills and the ability to effectively develop professional and positive relationships with customer contacts.
• Analytical and problem-solving skills.
• Leadership skills and the ability to manage the work of a team.
• Ability to maintain regular and predictable attendance.
• Ability to work in a constant state of alertness.

Physical Requirements

Normal Office Environment

Ability to maintain a visual acuity of 20/20 with or without aide.