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Customer Service Manager

2 months ago

Temple, Texas, United States Wilsonart Full time

Job Summary:

This managerial role is responsible for overseeing the team accountable for creating all shipping paperwork packages and freight scheduling for SWR LTL / FTL and FedEx shipments departing the factory. Additionally, this position leads weekly fulfillment status meetings with major OEM customers such as VT Industries, Herman Miller, Haworth, Steelcase, and HON. This position will also be responsible for the management and leadership of the Customer Service function.

Key Responsibilities:

  • Lead and coordinate activities for shipping staff, ensuring all shipments achieve on-time departure.
  • Establish and attend routine meetings with key customers within the company.
  • Lead productivity and inventory strategy meetings with key customers.
  • Collaborate closely with the commercial team regarding customer requests and root cause analysis.
  • Measure and report fill rate data for key customers on a timely basis, leading root cause analysis for any discrepancies below customer expectations.
  • Oversee the status and communication of the forward-deployed inventory for Herman Miller, Haworth, and Steelcase.
  • Manage timekeeping for team members.
  • Capture, record, and prepare various KPI reports.
  • Provide input and/or conduct employee reviews.

Requirements:

  • Ability to manage multiple priorities in a fast-paced environment with a high level of accuracy.
  • Proficient in utilizing MS Office.
  • Working knowledge of System 36 and Infor.
  • Ability to work independently and collaboratively with a team.
  • Excellent written and verbal communication skills.
  • Ability to gain and retain product knowledge.
  • Sound decision-making ability.
  • Ability to train and coach team members.
  • Knowledge of company products.

Education and Certifications:

  • Bachelor's degree in Business Management, Supply Chain, or a related field. An equivalent combination of education and experience will be accepted.
  • 5+ years of experience in customer service, including 2+ years leading a team in a similar environment.

Preferred but Not Required:

  • Experience with company products.