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Customer Service Manager in Columbus, OH at Vaco

Date Posted: 12/7/2018

Job Snapshot

  • Employee Type:
  • Location:
    Columbus, OH
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:
  • Job ID:

Job Description

Summary of objectives:

Responsible for the processes and systems related to the servicing of customers and the support of the sales staff. As a key leader in the business development value stream; directs the delivery, administrative and operational assistance designed to promote revenue growth, productivity, and exceptional levels of customer satisfaction. Provides team members with the appropriate training, tools, direction and motivation that enable their success.

Essential Functions:

  • Develop, manage and monitor department metrics & continuous improvement. Including but not limited to On Time Delivery, Order Acknowledgment and Pricing Accuracy.
  • Provide leadership and supervision for the daily functions of CSRs
  • Coach and counsel CSR's on performance related issues and opportunities for improvement.
  • Develop annual performance goals aligned with company goals and objectives.
  • Conduct annual/quarterly performance reviews for all team members.
  • Motivate team members to achieve high levels of performance.
  • Monitor call queue
  • Schedule CSR working hours and vacations.
  • Resolve escalated problems
  • Update and maintain customer information and pricing on the company's ERP system.
  • Communicate regularly with CSR's regarding pertinent and up-to-date information.
  • Assist with customer phone calls and the entering of orders in the case of an overflow.
  • Cross check invoices for Accounting daily.
  • Archive orders daily.
  • Manage customer complaints and initiate credits as necessary.
  • Special Reporting of open orders, shipments and inventory.
  • Process orders for toll converting, scrap, pallets and gaylords.
  • Process development initiatives with Operating Systems/Freight Providers.
  • Assist Purchasing in management of film inventory levels