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)