Sales Support and Order Processing Manager

4 weeks ago

Mount Joy, United States Fox Chapel Publishing Company Full time

The Fox Chapel Publishing Sales Support and Order Processing Manager is responsible for overseeing the accurate and timely entry and processing of all wholesale orders received through the Customer Service Department from key account customers across North America and UK. This position ensures all orders are processed to meet, or exceed, all customer deadlines and with quality customer service while adhering to company policies and procedures. This position must be extremely experienced in the order entry process and have experience in the management of an order entry processing team.

**ESSENTIAL DUTIES AND RESPONSIBILITIES**:

- Supervise the daily operations of the Customer Service and Sales Support department.
- Facilitates efficient and accurate processing of domestic and international orders from various sources, including online and phone. (Orders can be D2C or B2B orders.)
- Troubleshoot order processing issues, customer discrepancies, order conflicts, missing orders, and shipping delays.
- Oversee the accurate and complete order process into our business management system. (Training will be provided.)
- Liaison with Fox Chapel warehouse (to ensure on-time delivery) and accounting department (regarding any credits or returns).
- Ensure Sales Support Specialists are trained in most up-to-date processes and are knowledgeable of our current inventory and titles.
- Work with VP, Sales, and Warehouse Manager, on any special projects for customers.
- Must be able to jump in and process orders to assist Sales Support Specialists.
- Take ownership of customer issues and follow problems through to resolution, responding to customers in an accurate and timely manner, regardless of the channel.
- Maintain accurate records and documentation of customer service actions and discussions.
- Assist Fox Chapel warehouse in printing labels, as needed.

**Supervision**: Direct reports include a small team of two to five Customer Service and Sales Support Specialists.

**Education and Experience**:

- High school diploma or equivalent required. Bachelor's Degree in related field preferred.
- Five to seven years’ experience in a NON RETAIL order processing or data entry role, with a proven track record of accuracy
- At least five years’ experience in a NON RETAIL supervisory role. **Supervisory experience must be within the last five years to be considered.**

**Cognitive Tasks**:

- Strong interpersonal and communication skills.
- Proven leadership skills.
- Must be comfortable in both a leadership and team player role.
- Must be personable and comfortable and confident in a fast-paced sales environment.
- Highly organized with attention to detail.
- Great at juggling priorities and multi-tasking to meet shifting demands and firm deadlines.

**Physical Demands**:

- This position is in a standard office environment. The employee must occasionally lift and/or move up to 25 pounds.

**Language and Communication Skills**:

- Can read, write, and communicate effectively in the English language. Excellent written/verbal communication and organizational skills.

**Computer Skills**:

- Proficient in MicrosoftWord, Excel, and PowerPoint; others as needed. CRM experience preferred.

**About Us**:
Fox Chapel Publishing is a dynamic award-winning publisher of over 3,500 specialty interest books and magazines based in historic Mount Joy, PA. The company sells and distributes its products through partnerships with industry leading distributors, specialty independents and national retail chains including Michaels, Hobby Lobby, Walmart, and Target. In addition, Fox continues to build a successful ecommerce business with online retailers including Amazon and Zulily, as well as our direct-to-consumer business.

Fox Chapel Publishing is headquartered in Mount Joy, PA, with company owned and operated onsite warehousing and distribution facilities.

Pay: $50,000.00 - $60,000.00 per year

**Benefits**:

- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Employee discount
- Health insurance
- Life insurance
- Paid time off
- Vision insurance

Schedule:

- Monday to Friday

Travel requirement:

- No travel

Application Question(s):

- Do you have a minimum of five years' experience in a NON-RETAIL supervisory role? (Supervisory experience must be within the last five years.)

**Experience**:

- non-retail order processing or data entryl: 5 years (required)

Ability to Commute:

- Mount Joy, PA 17552 (required)

Work Location: In person

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