Customer Care Manager (CCM)

Key Responsibilities

• Ensure order accuracy and support of Sales, Manufacture Representatives and Dealers in assigned territory.
• Review all orders for correct configuration, prices, ship dates and inventory availability and adhere to order process corporate authorization guidelines.
• Process accurate orders same-day and continuously manage and own Territory Order Log report.
• Support sales process, including coordinating needs of End Users, Equipment Dealers, Manufacturer’s Representatives, Regional Sales Managers and Regional Sales Directors.
• Manage Salesforce and SAP customer master data accounts setup including applications and act as liaison with the Finance Department.
• Issue Return Good Authorization requests (damaged or refused freight, incorrectly ordered) and manage credits as required.
• Monitor, log, prioritize, and dispatch chef training for assigned territory.
• Provide feedback to sales team on order status detailing ship dates, requirements to ship, site survey status/results and any changes impacting ship dates and partner with Regional Sales Managers and Directors in accomplishing required monthly territory forecast goals.
• Partner with Distribution Center to ensure orders are shipped on required ship dates and delivery notes are sent within the shipping requirements.
• Answer telephones, address issues and complaints, or re-direct customers as needed.

Qualifications

• A High School Diploma or GED required; Associates degree preferred.
• Must have excellent organizational and time management skills.
• Able to work in fast-paced team environment as well as independently.
• 7+ years customer service experience required.
• Experience working with complicated order entry and order management is a plus.
• Experience in a high-volume inbound and outbound call center environment with computer input while taking calls is preferred, with proven multi-tasking ability.
• Proficient computer skills: MSWord, Excel and Outlook.
• Experience in SAP strongly preferred, or Oracle, AS400, or JD Edwards ERP systems at a minimum.
• Experience in Salesforce CRM a plus.

Compensation and Benefits

The starting salary range for this position is $50,000 - $56,000 per year, commensurate with experience and qualifications. Compensation for this position also includes a bonus. Benefits include access to health, life, and disability insurances partially paid by the employer, paid time off, a 401(K) match, and future profit-share type earnings.

Our Benefits:

• Health insurance
• Day 1, 401(k) Match
• Half-day Summer Fridays with up to 31 days off in each year of employment
• Company Bistro with food available free for employees
• Reimbursement for Health Club memberships, AAA, and Costco or Sam's Club
• Discounted prices on entertainment, travel, and leisure activities
• All-Company Kickoff event, company summer BBQ
• Opportunities for further internal and external development
• Opportunity for profit-sharing type of financial benefits