Customer Service Director
6 days ago
Company Overview
The Coffee Bean & Tea Leaf, a leading global specialty coffee and tea retailer, is seeking a highly skilled Senior Customer Service Manager to join its team. With a rich history dating back to 1963, the company has grown into a global presence with cafes around the world.
About the Role
This exciting opportunity involves managing the customer service team, responsible for handling high-volume phone calls, data entry, and customer orders. The ideal candidate will serve as the primary point of contact for retail stores, international franchisees, and specialty sales customers, addressing day-to-day issues and providing exceptional service.
Key Responsibilities
- Manage daily workload and actions of employees, assisting stakeholders as needed
- Manage specific customer accounts and associated needs
- Oversight of order processing, verification of pricing, and inventory availability across 4 distribution centers globally
- Participate in weekly remote meetings in Asia Time Zone
- Expedite flow of information regarding specifications, orders, and customer requirements to manufacturing and distribution teams
- Cordinate information on site with distributors to ensure timely shipping
- Provide creative solutions to resolve issues and problems
- Verify delivery of products and timely invoicing of shipments
- Oversee email and phone inquiries from all customers relating to fulfillment
- Interface with corporate departments regarding product information and availability
- Drive fulfillment execution by ensuring timelines are met while maintaining collaboration with Operations, Sourcing, Manufacturing, and Logistics departments
- Work with directors of key accounts as sole Customer Service Representative for large groups of accounts
- Report monthly tracking results for designated teams
- Develop additional functionality using Microsoft Dynamics system to streamline operations and improve communication flow
- Interface regularly with employees, customers (distributors and end-users), and vendors
- Assist with prioritizing schedules when conflicts or expedited requests arise
- Manage and develop the customer service team
- Provide SLAs on Order Fulfillment
- Provide monthly reporting on KPIs to Executive Team
Requirements
To be successful in this role, you will need:
- A four-year bachelor's degree preferred; equivalent training and experience considered with a minimum of five years' customer service experience required
- Experience in coffee/tea and/or retail environment a plus
- Strong leadership, interpersonal, decision-making, and communication skills
- Highly detail-oriented, organized, strong analytical and critical thinking, and telephone skills
- Strong project management skills with continuous follow-up to ensure completion of tasks
- Able to work in a fast-paced environment and handle multiple tasks
- Manage up to two direct reports
- Proficiency in computer programs, especially Microsoft Office applications
- Excellent knowledge of computer systems, preferably Microsoft Dynamics AX
Perks
The Coffee Bean & Tea Leaf offers:
- Benefits: Medical, Dental, Vision, 401K, Health Savings Account (HSA), Flexible Spending Accounts (FSA), Voluntary Benefits: Accidental Insurance, Critical Illness, Hospital Indemnity Insurance, Commuter Benefits, Life Assistance Program, Pet Insurance, Accident, Life and AD&D, Long-Term & Short-Term Disability
- Discounts on our Coffee and Tea
- Exclusive savings and discounts on: Theme parks, attractions, shows, hotels, flights, rental cars, concerts, sports, live events, movie tickets, electronics, and much more
Estimated Salary
$83,800 - $115,000 per annum, depending on qualifications and experience.
Contact Information
Please submit your application with your resume and cover letter to [insert contact information]. We look forward to hearing from you
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