JOB TITLE : Customer Relations Department Manager
REPORTS TO : Director of Sales
DUTIES AND RESPONSIBILITIES :
Operations and Problem Resolution : Handle distributor, consumer, and stylist concerns, including price adjustments, shipping errors, and freight shortages.
Manage product complaints and returns in coordination with R&D.
Sales and Distribution Support : Support National Sales Manager, field sales force, and distributors by processing credit line increases, new applications, sales tools, and issuing communications on account status changes.
Reporting and Compliance : Review, approve, and produce various reports (sales, statistical, and budget), ensuring timely updates for management and department heads.
Department Management : Oversee departmental operations, including policy implementation, staff development, performance monitoring, and resource allocation to ensure productivity and efficiency.
Special Projects and Collaboration : Coordinate information flow for assigned projects, promote departmental harmony, and execute special projects as needed, while interfacing with other department managers.
General Requirements :
A flexible, self-motivated individual committed to excellence with strong analytical, problem-solving, time management and organizational skills.
Excellent interpersonal, and communication skills (verbal and written). Ability to work under pressure, minimum of 3 years' experience in Customer Service or other transferable skills, proven team leadership.
Technical Expertise :
Excellent computer skills, including Microsoft Word, Access, Excel, PowerPoint, Sage and Nectari systems. A proven record for automation and process flow implementation in a customer service environment is a big plus.
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