Career Opportunities

Customer Service Manager - Littleton, NH

Position: Customer Service Manager
Location: Littleton, New Hampshire

I. PURPOSE AND SCOPE
The Customer Service Manager is responsible for overseeing and managing the day-to-day operations of all strategic business units of Customer Service Operations and staff.

II. PRIMARY RESPONSIBILITIES

  • Manage all strategic business unit (SBU) customer service teams:
  • Set performance expectations and holds subordinates accountable to those expectations through performance reviews, training, employee counseling and coaching actions.
  • Support staff in dealing with difficult customer situations or order concerns as they arise.
  • Actively participate in all personnel activities relating to the customer service department (example: hiring, coaching and counseling actions, performance reviews, terminations, etc.)
  • Establish departmental procedures and provide training to customer service representatives.
  • Provide support, leadership and motivation to the activities of the customer service representatives.
  • Create and evaluate SOPs on an ongoing basis to modify and develop new ones as the business growth requires.
  • Coordinates the work of the CS Dept with sales and marketing to accomplish goals and develop programs and tools for customers.
  • Process and maintain all customer orders with a focus on accuracy and timely shipping that is consistent with customer contracts.
  • Actively participate in sales meetings either directly or through a designee.
  • Oversee the processing of customer returns and reverse sales and other appropriate customer credits.
  • Provide sample support to sales and marketing.
  • Work with the sales department to identify ways for the CS department to support sales goals.
  • Coordinate training for CS team regarding all new products and policies.
  • Develop and maintain product knowledge, competitive product knowledge and knowledge of business competitors.
  • Establish and monitor matrices for assessing CS and order fulfillment deliverables.
  • Prepare and distribute departmental reports as needed.
  • Provides input and assists in the design and use of marketing materials and support tools for the sales department.
  • Works with sales department to identify sales opportunities, particularly opportunities for up selling.
  • Work with Sales, Customer Service, and Production to ensure orders meet forecast.
  • Manage orders and generate monthly reports based on inventory, shipping, order entry, customer data and other customer service information.
  • Develop a detailed knowledge of the EDI process and provide EDI support as needed.
  • Coordinate special projects, special make-ups, rush orders, etc.
  • Drive CRM usage throughout divisions and help sales adoption/usage of CRM techniques and processes.
  • Field customer complaints and document appropriately to ensure GMP compliance.
  • Other duties as assigned.
  • III. JOB REQUIREMENTS
    1. Bachelor’s Degree and 3 or more years of Customer Service or Sales support and managerial experience.
    2. Knowledge of generally accepted accounting procedures.
    3. Excellent writing, communications, customer service, and phone skills.
    4. Strong computer aptitude and proficiency with Microsoft Office, particularly Excel.
    5. Detail oriented with advanced analytical skills.
    6. Pleasant and professional personality and demeanor, with a team-oriented attitude.
    7. Ability or lead, supervise and motivate staff.
    8. Light travel for attendance at trade shows, remote office visits, and customer sales calls as needed.
    9. Ability to handle multiple projects and work in an autonomous environment with minimal direction or supervision.

    You can download the application below and submit in person, via email at sbournival@tendercorp.com or via fax at 603-444-6735.

    Download a job application here.