Customer Service Manager- Warehouse

About the role

Manages and builds the relationship with the clients at the site level while maintaining a working knowledge of the overall performance of the operation. Oversees the work and output of any Team Leaders in the department. Escalates any client requests or complaints to the General Manager. Becomes a subject matter expert on Company’s specific product offerings and processes, as well as on the industry in general.

Responsibilities

• Becomes familiar with clients, including key contacts, unique requirements and operating processes
• Deploys and improves existing policies and procedures by effectively managing and guiding supervisors and customer service representatives
• Works with the Operations Manager to ensure the operation is meeting targeted service levels such as Spot Quotes, Booking Capture, Shipment Monitoring, Billing Issue Resolution, Service Metric Monitoring, Reporting, Data Entry
• Responsible for the highest priority escalation phone calls, especially those requiring the coordination of multiple teams and departments
• Conducts staff meetings to review daily/weekly work activities, plan and assure continuous improvement
• Provides guidance to staff and assigns tasks to Customer Service staff
• Fosters career development, best practices and optimal morale in the organization
• Relays consistent issues to the General Manager in a timely and efficient matter
• Maintains internal and external communication with regard to: escalations, customer visits, specific customer needs, complaint handling and registration, status updates, cycle counting, quality topics and commercial topics
• Manages exceptional operational customer challenges/requests (for example, large volume changes)
• Organizes Operational Review Meetings and Business Review Meetings with key customers
• Participates in contract discussions/negotiations
• Supervises execution from qualitative and quantitative perspective and initiates corrective actions when needed
• Coordination between CS team and other internal teams
• Calculation of production costs and providing input for invoice creation
• Provides input for annual budget to General Manager
• Setup and maintenance of process flows and working instructions, for example as a result of new customer implementations or revised customer agreements
• Continuous improvement of processes and services provided by the Company
• Maintaining internal and external communication with regard but not limited to: escalations, customer visits, specific customer needs, complaint handling and registration, status updates, cycle counting, quality topics and commercial topics
• Managing exceptional operational customer challenges/requests (for example, large volume changes)
• Organizing Operational Review Meetings and Business Review Meetings with key customers
• Participates in contract discussions/negotiations
• Supervises execution from qualitative and quantitative perspective and initiates corrective actions when needed
• Coordination between CS team and other internal teams
• Calculation of production costs and providing input for invoice creation
• Provides input for annual budget to General Manager
• Setup and maintenance of process flows and working instructions, for example as a result of new customer implementations or revised customer agreements
• Continuous improvement of processes and services provided by the Company
• Maintaining internal and external communication with regard to: escalations, customer visits, specific customer needs, complaint handling and registration, status updates, cycle counting, quality topics and commercial topics
• Managing exceptional operational customer challenges/requests (for example, large volume changes)
• Organizing Operational Review Meetings and Business Review Meetings with key customers
• Participates in contract discussions/negotiations
• Supervises execution from qualitative and quantitative perspective and initiates corrective actions when needed
• Coordination between CS team and other internal teams
• Calculation of production costs and providing input for invoice creation
• Provides input for annual budget to General Manager
• Setup and maintenance of process flows and working instructions, for example as a result of new customer implementations or revised customer agreements
• Continuous improvement of processes and services provided by the Company
• Maintaining internal and external communication with regard to: escalations, customer visits, specific customer needs, complaint handling and registration, status updates, cycle counting, quality topics and commercial topics
• Managing exceptional operational customer challenges/requests (for example, large volume changes)
• Organizing Operational Review Meetings and Business Review Meetings with key customers
• Participates in contract discussions/negotiations
• Supervises execution from qualitative and quantitative perspective and initiates corrective actions when needed
• Coordination between CS team and other internal teams
• Calculation of production costs and providing input for invoice creation
• Provides input for annual budget to General Manager
• Setup and maintenance of process flows and working instructions, for example as a result of new customer implementations or revised customer agreements
• Continuous improvement of processes and services provided by the Company
• Maintaining internal and external communication with regard to: escalations, customer visits, specific customer needs, complaint handling and registration, status updates, cycle counting, quality topics and commercial topics
• Managing exceptional operational customer challenges/requests (for example, large volume changes)
• Organizing Operational Review Meetings and Business Review Meetings with key customers
• Participates in contract discussions/negotiations
• Supervises execution from qualitative and quantitative perspective and initiates corrective actions when needed
• Coordination between CS team and other internal teams
• Calculation of production costs and providing input for invoice creation
• Provides input for annual budget to General Manager
• Setup and maintenance of process flows and working instructions, for example as a result of new customer implementations or revised customer agreements
• Continuous improvement of processes and services provided by the Company
• Maintaining internal and external communication with regard to: escalations, customer visits, specific customer needs, complaint handling and registration, status updates, cycle counting, quality topics and commercial topics
• Managing exceptional operational customer challenges/requests (for example, large volume changes)
• Organizing Operational Review Meetings and Business Review Meetings with key customers
• Participates in contract discussions/negotiations
• Supervises execution from qualitative and quantitative perspective and initiates corrective actions when needed
• Coordination between CS team and other internal teams
• Calculation of production costs and providing input for invoice creation
• Provides input for annual budget to General Manager
• Setup and maintenance of process flows and working instructions, for example as a result of new customer implementations or revised customer agreements
• Continuous improvement of processes and services provided by the Company
• Maintaining internal and external communication with regard to: escalations, customer visits, specific customer needs, complaint handling and registration, status updates, cycle counting, quality topics and commercial topics
• Managing exceptional operational customer challenges/requests (for example, large volume changes)
• Organizing Operational Review Meetings and Business Review Meetings with key customers
• Participates in contract discussions/negotiations
• Supervises execution from qualitative and quantitative perspective and initiates corrective actions when needed
• Coordination between CS team and other internal teams
• Calculation of production costs and providing input for invoice creation
• Provides input for annual budget to General Manager
• Setup and maintenance of process flows and working instructions, for example as a result of new customer implementations or revised customer agreements
• Continuous improvement of processes and services provided by the Company
• Maintaining internal and external communication with regard to: escalations, customer visits, specific customer needs, complaint handling and registration, status updates, cycle counting, quality topics and commercial topics
• Managing exceptional operational customer challenges/requests (for example, large volume changes)
• Organizing Operational Review Meetings and Business Review Meetings with key customers
• Participates in contract discussions/negotiations
• Supervises execution from qualitative and quantitative perspective and initiates corrective actions when needed
• Coordination between CS team and other internal teams
• Calculation of production costs and providing input for invoice creation
• Provides input for annual budget to General Manager
• Setup and maintenance of process flows and working instructions, for example as a result of new customer implementations or revised customer agreements
• Continuous improvement of processes and services provided by the Company
• Maintaining internal and external communication with regard to: escalations, customer visits, specific customer needs, complaint handling and registration, status updates, cycle counting, quality topics and commercial topics
• Managing exceptional operational customer challenges/requests (for example, large volume changes)
• Organizing Operational Review Meetings and Business Review Meetings with key customers
• Participates in contract discussions/negotiations
• Supervises execution from qualitative and quantitative perspective and initiates corrective actions when needed
• Coordination between CS team and other internal teams
• Calculation of production costs and providing input for invoice creation
• Provides input for annual budget to General Manager
• Setup and maintenance of process flows and working instructions, for example as a result of new customer implementations or revised customer agreements
• Continuous improvement of processes and services provided by the Company
• Maintaining internal and external communication with regard to: escalations, customer visits, specific customer needs, complaint handling and registration, status updates, cycle counting, quality topics and commercial topics
• Managing exceptional operational customer challenges/requests (for example, large volume changes)
• Organizing Operational Review Meetings and Business Review Meetings with key customers
• Participates in contract discussions/negotiations
• Supervises execution from qualitative and quantitative perspective and initiates corrective actions when needed
• Coordination between CS team and other internal teams
• Calculation of production costs and providing input for invoice creation
• Provides input for annual budget to General Manager
• Setup and maintenance of process flows and working instructions, for example as a result of new customer implementations or revised customer agreements
• Continuous improvement of processes and services provided by the Company
• Maintaining internal and external communication with regard to: escalations, customer visits, specific customer needs, complaint handling and registration, status updates, cycle counting, quality topics and commercial topics
• Managing exceptional operational customer challenges/requests (for example, large volume changes)
• Organizing Operational Review Meetings and Business Review Meetings with key customers
• Participates in contract discussions/negotiations
• Supervises execution from qualitative and quantitative perspective and initiates corrective actions when needed
• Coordination between CS team and other internal teams
• Calculation of production costs and providing input for invoice creation
• Provides input for annual budget to General Manager
• Setup and maintenance of process flows and working instructions, for example as a result of new customer implementations or revised customer agreements
• Continuous improvement of processes and services provided by the Company
• Maintaining internal and external communication with regard to: escalations, customer visits, specific customer needs, complaint handling and registration, status updates, cycle counting, quality topics and commercial topics
• Managing exceptional operational customer challenges/requests (for example, large volume changes)
• Organizing Operational Review Meetings and Business Review Meetings with key customers
• Participates in contract discussions/negotiations
• Supervises execution from qualitative and quantitative perspective and initiates corrective actions when needed
• Coordination between CS team and other internal teams
• Calculation