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Customer Service Manager

Company: WNA
Location: Houston
Posted on: November 22, 2021

Job Description:

JOB SUMMARY of responsibilities/function:The Customer Service Manager is responsible for the daily operation of the Customer Service Department. Monitor the timely processing and release of all customer orders. Provide Customer and Sales Representatives reliable and timely service regarding order status, product information and/or general assistance. Excellent communication is critical.B. JOB DESCRIPTION: List in priority order principal responsibilities, duties and tasks of the job:Essential Job Functions1. Manage priorities of staff members to maximize service to our customers2. Review all open orders to ensure timely release and shipping per customers requests3. Coordinate the processing and resolutions of all customer quality complaints via reports, emails, and working directly with the Quality Managers at the manufacturing site.4. Address and help resolve service issues with staff5. Liaison between customer and management on all service complaints to ensure proper follow-up by our managers6. Work with Sales and marketing to ensure correct implementation of all sales programs as it relates to order processing7. Process weekly credits for monies due on various sales programs8. Update all price lists and inform Accountant when done9. Attend daily production and planning meetingMarginal duties1. Update CJD tables when changes or adds are needed2. Process RMA's when needed3. Maintain the customer account records with any changes and closures4. Process monthly Activity and complaint reports for site manager5. Process and advise on productivity challenges within Customer Service including RMA's6. Update staff on Policies and Procedures7. Conduct staff meetings when needed8. Ensure all staff members are cross trained9. Work with IT staff when needed10. Coordinate the printing and mailing of notifications to our customers when needed11. Email all profiles to brokers and managers when there is a price increase12. Perform all yearly reviewsFinancial or decision making authority 1 Yes 0 NoIf 'yes' brief explanation: Will be involved in Purchasing decisions. Supervisory responsibilities? 1 Yes 0 NoIf 'yes' brief explanation: Will Supervise the Customer service team.POSITION SPECIFICATION: List the skills (mental, physical demands), experience and education needed to perform this position. (Equivalent job related experience may be substituted for educational degree).Skills:A leader with excellent communication skills. Multi tasked individual that is assertive, fair minded, understanding and sensible. Must have through knowledge working with excel and word. Excellent data entry and phone skills are a must.Experience:3+ years experience managing or supervising employees in a Customer Service setting, preferably in a manufacturing environment.Education:High School or GED. College degree preferred.Work Environment:Clean, friendly work environment in an open concept area, able to work well under pressure.Job description approved on by:0 VP HR 0 HR Mgr. 0 otherFLSA designation: x Exempt 0 Nonexempt

Keywords: WNA, Houston , Customer Service Manager, Hospitality & Tourism , Houston, Texas

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