JOB SUMMARY: The Corporate Director, Customer Service Manager is responsible for being the face of FFP during the customer ordering process. This includes ensuring that new customers are vetted and set up appropriately , and that existing customer orders are received-confirmed-invoiced. The responsibility includes working directly with the shipping/ logistics team to schedule and order shipments properly. This role will implement and maintain customer service processes (SOPs) across the entire FFP business. This role includes direct people management.

Requirements

MINIMUM REQUIREMENTS:

Bachelor's degree and/or three years of experience in a managerial customer service role
Direct people management experience
Proficiency in ERP systems and software

SKILLS, TRAITS & COMPETENCIES:

Strong analytical, prioritizing, interpersonal, and problem-solving skills
Multitasks. Can handle multiple projects with changing priorities and frequent interruptions positively
Collaborative. Demonstrates a desire and ability to work well within a team
Detail-oriented and excellent follow-through skills
Ability to work under pressure
Self-motivated with critical attention to detail, deadlines, and reporting
Exercises professional maturity with excellent written and verbal communication skills
Strong commitment to quality customer service

KEY DUTIES AND RESPONSIBILITIES:

Oversee process for new customer set-up, including credit check and customer data entry
Receive and confirm customer orders, almost exclusively via email. Some telephone communication with customers required
Establish a harmonized format and tone of communication with customers across the team
Manage work & communication with the shipping/logistics team to ensure seamless scheduling of finished goods
Ensure FFP sales professionals & leaders are notified of customer order/shipment activity
Manage the invoicing process to customers upon confirmation of orders
Lead the role out of communications to specific customers. This includes quality updates, billing updates, etc.
Take the lead in organizing customer complaint receipts and investigations. Be the coordinator for the process, keeping quality, sales, and operations informed
Develop & train the customer service team to ensure all members are executing customer service processes. Coach as necessary such that FFP has succession planning for the customer service function
Define and divide tasks and responsibilities across the customer service team to allow for the growth and development of team members
Report daily (with some exceptions) on customer order activity
Proactively identify opportunities to automate the Sales Order receipt and processing function within the FFP group of companies

Benefits

Medical, Dental, Vision, and Prescription Drug Insurance
Health and Wellness Incentives
Paid Vacation and Holidays
401(k)
Health Savings Account (H.S.A.)
Long-Term and Short-Term Disability
Life Insurance
Accidental Death & Dismemberment (AD&D)
Employee Assistance Program (EAP)

FFP

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