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Customer Service Manager

2 months ago

Irvine, United States Marquee Staffing - OC Full time $75,000 - $85,000
Job DescriptionJob Description

Position: Customer Service Manager
Location: Irvine Spectrum Area
Pay Rate: $75k - $85k (Based on Experience)
Job Type: Temp to Hire

Duties and Responsibilities:

  • Oversee the Customer Service department.
  • Delegate tasks and cross-train subordinates.
  • Qualify customer sales leads and manage them through to closing, including processing purchase orders.
  • Assist the Logistics and Sales teams (including International sales) with customer samples/POS requests, account setup, pricing, item setup, requirements, and sales information.
  • Manage Electronic Data Interchange (EDI).
  • Handle inbound and outbound customer, broker, and consumer requests via phone or email, including order placement, account updates, pricing, product information, and related issues.
  • Develop, present, and organize business improvements by implementing new procedures.
  • Set and achieve goals related to customer retention and sales.
  • Process sample/POS requests for events, customers, brokers, PR agencies, and sales meetings.
  • Process order transactions and maintain order status:
    • Verify account payment terms and process any order revisions, tier pricing, and shipping requirements.
    • Manage backorders, order replacements, shipment tracking, and order expedites.
    • Offer alternative products or pack sizes when necessary.
  • Review processed orders, customer correspondence, and follow up as needed.
  • Coordinate customer order requirements, revisions, shipping schedules, and on-time delivery.
  • Work with shipping carriers to trace shipments, check status, re-route shipments, and resolve shipping issues.
  • Direct wholesale customer orders to distributors or recommend the nearest distributor for direct orders.
  • Collaborate with the Logistics team on product availability, allocation, and replenishment.
  • Maintain customer accounts in Sage 100, including updates, changes, and new customer setups.
  • Assist Sales and Marketing in maintaining up-to-date product locator files.
  • Manage customer inquiries and complaints from company websites, Amazon.com, and social media channels.
  • Manage website portals with key customers:
    • Perform tasks such as extracting purchase orders, confirming orders, updating backorder items, and creating shipment documentation.
  • Resolve and reconcile customer billing discrepancies related to product returns, shipment issues, or damages in coordination with the warehouse, sales, and accounting.
  • Maintain sales data within the Salesforce database, including customer leads, prospect information, and customer activities.
  • Conduct outbound customer service maintenance calls or emails to customers, distributors, and brokers on inventory needs and supply requests.
  • Manage office supplies, sort inbound and outbound mail, maintain office equipment, and manage filing.
  • Complete new customer setup forms.
  • Perform other duties as assigned.

Qualifications:

  • Bachelor’s Degree from a four-year university or equivalent experience.
  • Excellent verbal and written communication skills.
  • Professional phone communication skills.
  • Proficiency in Microsoft Office Suite.
  • Strong interpersonal skills and punctuality.
  • Ability to follow written and verbal instructions.
  • Capable of dealing with a diverse range of individuals at all organizational levels.
  • Commitment to excellence and high standards.
  • Strong organizational skills with the ability to manage priorities and workflow.
  • Versatility, flexibility, and enthusiasm for working in a dynamic environment.
  • Proficiency in the primary language(s) used in the workplace.
  • Professional appearance and demeanor.

Physical Requirements:

  • Ability to sit for prolonged periods.
  • Perform repetitive motion activities.
  • Coordinate multiple tasks simultaneously.
Company DescriptionMarquee Staffing has built a reputation on expert local market knowledge, unparalleled personalized service and the ability to deliver winning candidates and job opportunities.

Marquee operates offices located conveniently throughout Southern California. Each branch is full-service, providing temporary, contract, contract-to-hire and direct placement services for a diverse set of clients. Each branch has recruiters who specialize in key industries, ensuring that our clients get the best match possible for each open position and that our candidates get expert guidance in their career path.

Apply with us todayCompany DescriptionMarquee Staffing has built a reputation on expert local market knowledge, unparalleled personalized service and the ability to deliver winning candidates and job opportunities.\r
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Marquee operates offices located conveniently throughout Southern California. Each branch is full-service, providing temporary, contract, contract-to-hire and direct placement services for a diverse set of clients. Each branch has recruiters who specialize in key industries, ensuring that our clients get the best match possible for each open position and that our candidates get expert guidance in their career path.\r
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Apply with us today