Customer Service Manager

POSITION DESCRIPTION

Position: Customer Service Manager (CSM)

Overview

• This position is responsible for overseeing all operational functions at the site including customer service, production, maintenance, transportation and safety.

Duties

• Deploy and monitor sales/service resources to ensure superior customer service throughout all product areas

• Ensure a smooth and effective site production process including the loading and shipping of material, receiving and unloading of material, superior product maintenance, and implementation of site merchandising

• Direct and monitor inventory control processes (cycle counts) to meet inventory turn goals and minimize scrappage and waste

• Oversee all transportation activities including scheduling and maintenance of vehicles, and site maintenance. Ensure compliance with all safety regulations and policies

• Contribute as a key member of the site management team on issues of improved customer service and cost control

• Evaluate customer satisfaction and manage a process of continuous improvement in site customer service

• Coordinate service process to enhance availability inquiries, price quotes, bids and special orders

• Ensure the proper availability to technical support for customer inquiries

Requires

• BS degree in Horticulture or related field, and in depth knowledge of the horticulture industry and products

• Minimum 3-5 years specific experience in managing production, maintenance and service resources in an operational environment

• Strong customer service processes evaluation and process improvement skills

• Excellent organizational ability, a high degree of initiative, excellent communication skills and a team orientation

• Ability to provide input for cost analysis, planning and budgeting

• Experience in hiring, developing, training and motivating a team

• Demonstrated commitment to superior customer service and high quality standards