Customer Service Manager - Retail

Description

• Hiring customer service representatives and administrative staff when required
• Direct customer service when required
• Maintenance and verification of ship and debit, CMD programs etc.
• Lead and mentor a team of customer service representatives handling retail accounts in North America.
• Communicating company activities and changes so that the team is always engaged in the big picture
• Monitor team performance and implement KPIs to track order accuracy, response times, and customer satisfaction.
• Managing the customer service team by providing direction, goal setting, and performance reviews.
• Drive automation and digital self-service tools tailored to retail partner needs (EDI, retailer portals, etc.).
• Liaise with Sales to ensure CSR’s are up to date with market conditions, needs and challenges.
• Provide weekly and monthly service performance updates to senior leadership.
• Ensuring that teams operate at maximum efficiency at all times, by implementing best practices, and reviewing customer service resources and processes
• Ensuring adequate resources are assigned to service customers, so that orders, quotes, RMA’s and other transactions are completed in a timely manner
• Develop strong relationships with retailer customer service teams, buyers, and logistics contacts.
• Enforcement of best practices for transaction processing, including orders, quotes, etc.
• Arranging training on products, systems, and processes so that CSR’s can continually grow and improve their knowledge and efficiency.
• Collaborate with Sales, Logistics, and Marketing to ensure retail programs, promotions, and product launches are executed effectively.
• Ensure compliance with retailer-specific routing guides, labeling standards, and service level agreements (SLAs).
• Upkeep of dispute list
• Partner with IT and ERP teams to streamline order-to-cash processes (e.g., SAP, Oracle, or Microsoft Dynamics).
• Analyze service metrics and retailer scorecards to identify trends and areas for improvement.
• Serve as the primary escalation point for major retail accounts.
• Ensure timely resolution of issues related to orders, pricing discrepancies, returns, and delivery.
• Collaborate on forecasting and planning to ensure inventory availability and order accuracy.
• CSM must ensure that the activities of the customer service team are properly administered. These tasks include:

Requirements

• Completion of college or university, and/or business management experience
• Experience with retail customers and in depth understanding of the expectations.
• Computer literate, good command of Microsoft programs with specific focus on excel.
• Advanced experience in an SAP environment
• Ability to communicate with all levels of staff and management
• Timely approval of credits, debits, RMA’s
• Strong leadership, administrative and analytical skills
• Minimum 5 years’ experience in customer service management
• Ability to lead a team through transformation and new system implementation.

Benefits

Training + Development

Interview process

Visa Sponsorship

Security clearance