Customer Service Manager

Job Description

Job Description

Established in 1980, Oregon Spice Company provides superior quality herbs, spices, and custom blends to food manufacturers and foodservice distributors.

A locally owned company, located in NE Portland close to the airport, we are committed to being outstanding in all we do.

A supportive and healthy work environment is of paramount importance. Our values are reflected in how we treat our team members, with the average length of employment close to a decade.

We have an opening for a Customer Sales Support Representative.

Working closely with the Customer Service Lead, you would be responsible for assisting the day-to-day operations of the Customer Service Team, ensuring that all customer needs are met in a timely and professional manner.

What you will do :

• Receive and process customer orders received via fax, phone, e-mail, etc. Orders are entered into ERP system and send order acknowledgement back via email.
• Communicate with customers regarding issues such as order status, shortages, price changes.
• Send processed orders to production floor for fulfillment, and document into JIRA.
• Update ERP system with all price updates received from sales via email. Run pricing spreadsheet and update all list pricing within ERP system when updated costing provided.
• Answer and direct all incoming calls for company
• Review completed order and process through account specific special requirements.
• Quote all freight shipments through portal site according to customer's request (including UPS, LTL, Truckload) to secure freight for customer's shipment;

process order through internal shipping process which includes printing BOL, packing slip, shipping labels and invoice for order.

• Send invoices to customer once order has shipped, process credit card according to customer's terms
• Support sales team with their request for samples, order status, inventory status, pricing, etc.
• Communicate with OSC salespeople on a regular basis regarding activities within their respective accounts
• Enter all customer complaints into database to allow for internal review. Respond to customer in regard to complaint when information provided.
• File all order invoice packets in designated file location
• Review all orders at end of month and adjust ship dates as necessary.
• Responsible for training and / or delegating all training for new Customer Service Representatives
• Be key contact with CSM is out of office for any inquiries and / or escalated situations
• Work on special Excel and Word projects as needed per sales / office staff.
• Provides additional administrative support to the upper management team.
• Approve all attendance records for Customer Service Team - including bi-weekly timecards, time off request, etc while making sure department needs will be covered
• Work with internal team and attend new product meetings
• Attend internal scheduling meetings to ensure all customer orders are being processed correctly
• Attend weekly manager meeting and report out month to date numbers, and any challenges for team
• Support the Account Manager when out of office to make sure our key customer's needs are still being taking care of during that time
• Shall adhere to Oregon Spice Company Food Safety and Quality Fundamentals.
• Other duties as assigned / needed.

What you will bring :

• High School Diploma or Equivalent, some college course work preferred
• Strong Computer Skills : MS Office Suite
• Strong Data Entry Skills
• Excellent Communication Skills
• Multi-Tasking
• Customer Service Experience
• Proven problem-solving ability
• Strong sense of teamwork
• Adaptable to change
• ERP system experience (preferred)
• Demonstrated strong attendance in a prior role

What you will get :

• Medical and Vision insurance with employer contributions towards costs
• 100% employer-sponsored Dental
• 100% employer-sponsored Life and AD&D insurance
• Short Term Disability
• Retirement plan with employer contributions
• Paid Holidays Paid Sick and Vacation time
13 days ago