Manager, Customer Service

Manager, Customer Operations

SUMMARY

This role will be responsible for developing and executing Customer Operations processes to drive growth and maximize profitability for multiple customer segments.

The Manager, Customer Operations will oversee a team of professionals and work closely with cross-functional teams to ensure the delivery of exceptional service and value to our customers.

The Manager, Customer Operations responsibilities will include work across the order management process from order entry to resolution of chargebacks and infractions, in compliance with company policies and procedures.

TYPE OF POSITION : Full Time SUPERVISOR : YES

STATUS : Exempt Physical Exam : NO

ESSENTIAL FUNCTIONS

To perform this job successfully, an individual must be able to perform each essential function.

• Oversee Customer Operations team to optimize resources and ensure timely order management and chargeback resolutions. Ensure proactive communication with customers and transportation partners to fulfill orders and minimize chargebacks and fees.
• Coach, mentor, and develop team members to enhance their skills and capabilities, fostering a culture of continuous learning and improvement.

Oversee / deliver training to team members as necessary.

Monitor and manage key performance indicators (KPIs) and metrics to track progress towards goals and identify areas for improvement and metrics development.

KPIs to include customer experience, order to cash and productivity metrics.

• Plan, direct, supervise and evaluate workflow of team. Coordinate workload activity with peers to ensure optimal resource balancing across Customer Operations team.
• Coordinating cross functional onboarding activities for new or changing customer needs. Ensure customer specific documentation is maintained and updated as customer needs and expectations evolve.
• Partner across the enterprise to improve end to end execution and outcomes of order to cash processes including sales, operations, finance, marketing and IT teams.
• Manage customer portals where appropriate and facilitate implementation of EDI solutions in partnership with IT, sales and customers.
• Manage and resolve customer claims in compliance with company policies and procedures.
• Monitor customers adherence to published Commercial Terms to help the company minimize freight costs or any other applicable expenses.

MARGINAL FUNCTIONS

The individual may be asked to perform other duties as requested.

REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES

An individual qualified for this job must be able to :

• Proven leadership experience and track record of coaching for individual performance improvement and talent development.
• Ability to plan, organize and delegate work.
• Ability to think strategically and problem solve to improve customer experiences.
• Ability to partner and influence across the organization. Develop relationships to improve end to end understanding of the business.
• Familiarity with large customer portals and requirements
• Working knowledge of customer service software, ERPs, databases, and tools (A+ / Sage / PRMS / EDI / salesforce)
• Proven ability to thrive in a fast-paced, dynamic environment, with a strong sense of urgency and a results-oriented mindset.
• Demonstrated flexibility to adapt to shifting demands and competing priorities.
• Excellent communication and interpersonal skills, with the ability to build rapport and influence stakeholders at all levels.

MINIMUM EXPERIENCE, EDUCATION, AND CERTIFICATIONS

An individual qualified for this job must have and maintain the following qualifications :

• 5+ years’ experience in customer service or contact center organization
• 3+ years’ leadership experience preferred.

PHYSICAL DEMANDS OF ESSENTIAL FUNCTIONS

The physical demands described here are representative of those that must be met by an individual to successfully perform the Essential Functions of this job.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This is a desk-based job and will require the individual to remain seated for long periods of time and have the manual dexterity to operate standard office equipment such as computer keyboard, mouse, calculator, phone, copier / scanner, and similar machines.?

ENVIROMENTAL CONDITIONS

The environmental conditions described here are representative of those the associate encounters while performing the Essential Functions of the job.

The individual will work in an office setting in the same room as other individuals. Noise levels are average for an office and include conversation and / or office equipment noise.?

ADA / ADAAA

The Company will make reasonable accommodations in compliance with the Americans with Disabilities Act and Amendments.