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Customer Service Manager

3 months ago

Portland, United States Oregon Spice Full time
Job DescriptionJob Description

Established in 1980, Oregon Spice Company provides superior quality herbs, spices, and custom blends to food manufacturers and foodservice distributors. A locally owned company, located in NE Portland close to the airport, we are committed to being outstanding in all we do. A supportive and healthy work environment is of paramount importance. Our values are reflected in how we treat our team members, with the average length of employment close to a decade. We have an opening for a Customer Sales Support Representative.

Working closely with the Customer Service Lead, you would be responsible for assisting the day-to-day operations of the Customer Service Team, ensuring that all customer needs are met in a timely and professional manner.

What you will do:

  • Receive and process customer orders received via fax, phone, e-mail, etc. Orders are entered into ERP system and send order acknowledgement back via email.
  • Communicate with customers regarding issues such as order status, shortages, price changes.
  • Send processed orders to production floor for fulfillment, and document into JIRA.
  • Update ERP system with all price updates received from sales via email. Run pricing spreadsheet and update all list pricing within ERP system when updated costing provided.
  • Answer and direct all incoming calls for company
  • Review completed order and process through account specific special requirements.
  • Quote all freight shipments through portal site according to customer's request (including UPS, LTL, Truckload) to secure freight for customer's shipment; process order through internal shipping process which includes printing BOL, packing slip, shipping labels and invoice for order.
  • Send invoices to customer once order has shipped, process credit card according to customer's terms
  • Support sales team with their request for samples, order status, inventory status, pricing, etc.
  • Communicate with OSC salespeople on a regular basis regarding activities within their respective accounts
  • Enter all customer complaints into database to allow for internal review. Respond to customer in regard to complaint when information provided.
  • File all order invoice packets in designated file location
  • Review all orders at end of month and adjust ship dates as necessary.
  • Responsible for training and/or delegating all training for new Customer Service Representatives
  • Be key contact with CSM is out of office for any inquiries and/or escalated situations
  • Work on special Excel and Word projects as needed per sales/office staff.
  • Provides additional administrative support to the upper management team.
  • Approve all attendance records for Customer Service Team - including bi-weekly timecards, time off request, etc while making sure department needs will be covered
  • Work with internal team and attend new product meetings
  • Attend internal scheduling meetings to ensure all customer orders are being processed correctly
  • Attend weekly manager meeting and report out month to date numbers, and any challenges for team
  • Support the Account Manager when out of office to make sure our key customer's needs are still being taking care of during that time
  • Shall adhere to Oregon Spice Company Food Safety and Quality Fundamentals.
  • Other duties as assigned/needed.

What you will bring:

  • High School Diploma or Equivalent, some college course work preferred
  • Strong Computer Skills: MS Office Suite
  • Strong Data Entry Skills
  • Excellent Communication Skills
  • Multi-Tasking
  • Customer Service Experience
  • Proven problem-solving ability
  • Strong sense of teamwork
  • Adaptable to change
  • ERP system experience (preferred)
  • Demonstrated strong attendance in a prior role

What you will get:

  • Medical and Vision insurance with employer contributions towards costs
  • 100% employer-sponsored Dental
  • 100% employer-sponsored Life and AD&D insurance
  • Short Term Disability
  • Retirement plan with employer contributions
  • Paid Holidays Paid Sick and Vacation time

Pay: $46-$48k annually/ DOE