About this role
Building a great career never tasted so good! We are currently seeking a qualified individual for the Customer Service Manager position, joining our Distributors and Key Accounts team in Nottingham, PA! SCHEDULE: Monday-Friday 40+ hours a week BENEFITS : This position is full-time benefit eligible, elective benefits include: Medical, dental, hearing and vision insurance. Opportunity to contribute to a 401k, with a company match. Paid vacation, holiday and sick time. Paid Employee referral program. Job Summary: This role encompasses responsibilities that can be administrative and logistical in nature, coordination of Distributor shipping through confirmation and receipt of shipment, coaching customers and helping to address potential customer issues in an urgent fashion. This individual will work cross-functionally and provide insights into Distributor Sales and our customers. Additionally, this position is responsible for determining the best methods to respond to basic to moderately complex customer service issues to ensure customer satisfaction and adherence to established policies. This role also provides analysis, definition, and recommendations to support Key Account efficiencies, and business development. Provides support for projects, productivity assessment, process improvement, transition management and corporation training. Benefit (Details): Herr’s is proud to offer a variety of quality benefits and wellness programs where we have been recognized as a 5-time Well Workplace Award winner in the area! Elective benefits include medical, dental, vision and hearing insurance, long term disability, life insurance, accident, hospital and critical illness indemnity plans, and legal plans. The company also provides opportunities to contribute to a 401k with a company match, vacation, sick and holiday pay; EAP services, and tuition reimbursement. Benefits start the first of the month following 30 days of service (unless otherwise noted in plan description). Supervisory Oversight: Oversees Distributor & Key Account administrative teams by coaching and counseling, planning, monitoring, and appraising job results. Completes annual performance review appraisals. Analyzes departmental problems and concerns, develops and implements new solutions, and helps increase business growth by improving department operations and customer service. Leads and positively influences employees towards successful outcomes. Collaborates with Distributor & Key Account Managers, Customers and Department to ensure the highest level of customer service and productivity outcomes. Proactively recommends and implements process improvement initiatives. Delegates assignments as needed. Customer Service Possesses top-notch listening skills to build meaningful relationships with customers and cross-functional areas to troubleshoot, resolve or respond within 24 hours with actionable solutions. Manages difficult or emotional customer situations, leveraging relationships and knows when to escalate. Interprets Distributor shipping schedule orders and relays to assigned sales team member. Administrative, Logistical and Operations Management . Processes daily, all details of shipping within a proprietary system, with close attention to detail and in a timely manner. Continuously monitors customer orders and collaborates with various teams on shipments, delivery, and final resolutions on outstanding order concerns. Tracks and monitors orders/deductions for accuracy and compliance of program specifics. Compiles information for Team Meeting reports and presentations to assist in decision making. Perform business and process analysis using the data and information provided by internal systems and outside sources. Analysis offered includes more than just the numbers. It contains observations and ideas. Participate in process improvement teams to determine ways to improve business processes. Ideally taking a lead role for some projects at the appropriate time. Produce reports and graphics for internal and external customers. Build effective relationships and credibility with external customers and within Herr’s operations and other company functional groups. Lead implementation and assist in follow-up with each new Distributor onboarded. Liaison between customer and Distributor management team. Must be able to work in a fast-paced environment. Good communication and organization skills and strong attention to detail are required. In addition to the functions listed above, the employee is expected to exercise honesty, integrity and respect with all clients and co-workers, preserve confidentially of all business information and data, maintain a professional appearance and demeanor, demonstrate a positive attitude, communicate effectively with co-workers and clients, work with accuracy, efficiency, and attention to detail, respect the work environment and keep it as environmentally friendly as possible, and exercise initiative to learn new skills and tasks and to help co-workers when possible. Reliable attendance and punctuality are also required. The employee is also expected to perform other related duties, special projects and functions as required from time to time.