Customer Service Manager
MRINetwork (Los Angeles, California)

Lead a team of Customer Care Specialists and Telemarketers with the objective of providing world class customer service for all customers on all company products that is considered the finest in the industry.  Work closely with the sales, marketing, finance and operations functions to cultivate a customer driven, highly responsive, top quality customer service support element which contributes to the acquisition, satisfaction and retention of customers.

 RESPONSIBILITY

Total customer care responsibility for every customer worldwide.  Subordinates to this postion are: Customer Care Specialist – East, Customer Care Specialist – West,  Customer Care Specialists and 2 Telesales Business Development Executives.

REPORTING RELATIONSHIPS

The Customer Care Manager reports to and is accountable to the Vice President of Sales – North America.

JOB REQUIREMENTS

To perform this job successfully, an individual must be able to complete all areas outlined for this position in a satisfactory manner. The requirements listed below are representative of the knowledge, skills, and/or abilities necessary to meet the minimum job requirements of this position.  Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

EDUCATION

Required: Associates Degree from an accredited college

Preferred: Bachelors Degree from an accredited college

LICENSING/REGISTRATION/CERTIFICATION

Required: Valid drivers license in USA

EXPERIENCE

Required:  Minimum of 5 years of experience as a Customer Service Manager or Order Desk / Call Center Manager with a consumer products or commercial products related company.

SKILLS, KNOWLEDGE, AND ABILITIES

CUSTOMER SERVICE: Excellent interpersonal skills and professionalism are required at all times.  Furthermore, the Customer Care Manager should have a pervasive attitude towards delighting the customer and the ability to influence others in the department and organization to do the same.

LEADERSHIP: Strong leadership skills are required -- must be capable of producing desirable results through subordinates.

COMMUNICATION: Both written and verbal ability to articulate thoughts clearly.

ORGANIZATIONAL SKILLS: Must have the excellent organization skills, with the ability to manage prioritities by importance.  Excellent follow up skills are required.

PROBLEM SOLVING: Using both creative and analytical skills, to assess difficult situations and develop appropriate solutions.  The Customer Care Manager must be able to "think on their feet", using good judgement to independently resolve all customer related problems.

SENSE OF URGENCY: Must be prompt and timely in completing assigned responsibilities.

COMPUTER SKILLS: Must be proficient with all commonly used software, to include Microsoft Word, Excel, PowerPoint, Outlook, Internet Explorer, as well as other internet related software.

INITIATIVE: Good initiative with a strong work ethic.

ATTITUDE: This position requires a “team player” attitude with the ability to achieve consensus among supervisors, peers and subordinates.  Furthermore, the Customer Care Manager is expected to contribute to building and maintaining a great organization.

PHYSICAL

The physical demands described here are representative of those that must be met by the employee to successfully perform the essential functions of this job.

BODY POSITIONS:  While performing the duties of this job, the employee is regularly required to sit for prolonged periods of time.

BODY MOVEMENTS:  The employee must have a full range of body movements including use of hands to finger, handle, or feel objects, computer equipment and peripherals; and bending, reaching, and crouching.

BODY SENSES:  Must have command of all five senses: sight, hearing, touch, smell and taste.  Specific vision abilities required include close vision, depth perception, and the ability to adjust focus.  These vision requirements in each area must be sufficient to shift in focus from computer screens to close forms.

STRENGTH:  Must have the ability to lift 25 pounds with regularity.

WORKING CONDITIONS

Works in a general office environment.

Duties and responsibilities performed normally do not require special physical requirements. Bending for filing is occasionally required. High carpal and digit activity, eye exposure to CRT.

AUTHORITY

The Customer Care Manager has been delegated the authority required by the Vice President of Sales – North America to successfully accomplish all of the duties and responsibilities of this position.

DUTIES AND RESPONSIBILITIES

ORDER DESK MANAGEMENT: Responsible for the functioning and effectiveness of the order entry process for all sales orders for all products from all sources.  Also responsible for setting and measuring of all metrics associated with effective order entry on a monthly basis.  All Customer Care Specialists should be evaluated by these measures for all performance reviews.   

PRODUCT SUPPORT:  Ensure all subordinates are skilled in providing informative product knowledge and support for all customer inquiries.

PRODUCT AVAILABILTY: Communicate accurate product availability dates to all customers for all backordered product orders.

CUSTOMER CONTACTS: Responsible for maintaining database of the key contact information for all assigned customers.

WEBSITE ORDERS: Oversees the processing and follow through on all website orders, to include the packing of the orders, shipment via UPS and sending of tracking numbers to all customers for all goods shipped during the day.

WEBSITE MAINTENANCE: Responsible for managing the Company’s Website Order Software, ensuring that all pricing and company information is accurate.

TRANSPORTATION: Responsible for relaying all requested information regarding product transportation from the customer.  Additionally, identify and resolve customer carrier/vendor issues that ultimately impact product delivery.

QUALITY ASSURANCE: Responsible for the documentation of all product quality issues, shipping errors, and lead time problems.  All QA issues must be immediately forwarded to the respective department supervisor with a copy to the Vice President of Sales – North America.

CONSUMER AFFAIRS:  Responsible for managing all product complaints from the trade and the consumer.  All claims must be reported immediately to Vice President of Finance for review and evaluation.  All resolutions must be communicated promptly to the customer.  Also responsible for managing all requests for product liability insurance certificates, as well as maintaining a master file for all product liability insurance certificates.

PRICING: Must be knowledgeable on current Trade Promotion Programs, Marketing Promotions, general pricing and customer specific contract pricing agreements to ensure that all invoicing is executed accurately.   It is not permissible to override the assigned product price on any invoice for any customer without the approval of the Vice President of Sales or CEO.

CONTRACT DATABASE: Responsible for accurately maintaining the master file for all customer contracts for the Trade Promotion Program.  All customers with a valid contract must also be accuratey noted within MFG PRO.

DAILY REPORTING: Responsible for generating the following reports within MFG:

          Sales by representative

          Sales by customer

          Order bookings

          Sales order gross profit margin report

          Manufacturer representative commissions

          Service level report

          Any other ad hoc report as requested by VP, Sales or CEO

Additional MFG responsibility includes tutoring field sales personnel on utilizing the software.  Also responsible for evaluating our systems / programs to ensure the company reporting capabilities are contempory and efficient.  All recommendations for system upgrades or programming should be made through the Vice President of Sales – North America.

PRODUCT RETURNS: Responsible for maintaining the company's returned goods policies for all products. Also responsible for the processing of all credits, debits and RA’s for all Customer Care territories.

CREDITS: Issue credits and debits for all promotional monies, coupons, advertising and shipping related issues. Complete follow through to ensure all necessary paperwork is completed, approved and processed on time.

SALES LEADS: Responsible for the timely communication of all sales leads to field sales.

SALES SUPPORT REQUESTS: Responsible for promptly relaying all requests for sales support materials to the Manager of Sales Support.

PERSONNEL: Responsible for the hiring, training, retention, motivating, evaluation and termination of all Customer Care Specialists and Telesales Business Development Executives in the company.

OTHER: Any other management tasks as directed by the Vice President of Sales – North America, or CEO.

MEASURES OF PERFORMANCE

The Customer Care Manager shall be measured through an Annual Performance Evaluation Process via the Vice President of Sales – North America.