Customer Service Director

6 days ago


Camarillo, California, United States International Coffee & Tea, LLC Full time

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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