Customer Service Manager

7 days ago

Rolling Meadows, Illinois, United States The LaSalle Group Full time
Job Description

The LaSalle Group is seeking a highly skilled Customer Service Manager to join our team. As a key member of our organization, you will be responsible for providing exceptional customer support and managing the Order to Cash process.

Key Responsibilities:
  • Customer Support: Provide timely and effective support to customers, internal staff, and business partners through various communication channels.
  • Order Management: Review and process orders for accuracy, ensuring correct configuration, prices, ship dates, and inventory availability.
  • Territory Management: Partner with manufacturer's representatives and sales teams to manage assigned territories and ensure seamless order fulfillment.
  • Reporting and Analytics: Create and update weekly SAP forecasting reports to provide insights on order status, ship dates, and requirements.
  • Collaboration and Communication: Work closely with regional sales managers and directors to achieve monthly territory forecast goals and provide feedback on order status.
  • Inventory and Logistics: Partner with the distribution center to ensure orders are shipped on required ship dates and delivery notes are sent within shipping requirements.
  • Process Improvement: Comprehend and adhere to order process corporate authorization guidelines and identify opportunities for process improvements.
  • Customer Relationship Management: Manage Salesforce and SAP customer master data accounts, including applications, and act as a liaison with the finance department.
  • Return and Credit Management: Issue Return Good Authorization requests and manage credits as required.
  • Problem Resolution: Resolve problems or escalate issues to the technical department when necessary.
  • Email Correspondence: Manage high-volume email correspondence and respond in a timely manner.
  • Training and Development: Provide back-up support to other team members and create and update SOPs as required.
Requirements:
  • Education: High school diploma or GED required; associate's degree preferred.
  • Experience: 7+ years of customer service experience required, with experience working with complicated order entry and order management a plus.
  • Skills: Excellent organizational and time management skills, ability to work in a fast-paced team environment, and proficiency in MS Word, Excel, and Outlook.
  • Software Experience: Experience in SAP, Oracle, AS400, or JD Edwards ERP systems required, and experience in Salesforce CRM a plus.
  • Personal Qualities: Display a positive attitude, strong work ethic, energetic initiative, and self-motivation to complete assigned work and meet goals.

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