Manager, Customer Service

Manager, Customer Service – Order Fulfilment

Job Summary

• The Customer Service Manager is a critical role within the organization that will oversee the order fulfillment process, ensuring the accurate and timely processing of customer orders for specialty chemicals, CASE and ingredients. This position involves close interaction with internal support teams included operations, procurement, quality and logistics to manage orders from inception to delivery, providing exceptional service throughout the process. The ideal candidate will have a strong understanding of supply chain operations, customer service principles, and safety regulations pertinent to chemical distribution.

Essential Functions / General Accountabilities

• Manage the order fulfillment customer service team with direct reports in other facilities
• Drives aligned processes related to the order fulfillment cycle across all Tilley sites
• Reviews order fulfilment processes and methods to drive improvement where applicable
• Process customer orders, quotes, and returns accurately and timely via phone, email, or online platforms.
• Coordinate with the logistics and warehouse teams to schedule shipments, ensuring compliance with all safety and regulatory requirements.
• Track orders and provide customers with timely updates on order status, potential delays, and delivery confirmations.
• Establish and maintain KPI’s for Order Fulfillment Team.
• Hires and develops team members
• Interact with Commercial Sales Team, Inside Sales Team and Product Line Managers to upsell.
• Resolve customer inquiries and issues promptly, offering solutions that meet their needs while adhering to company policies.
• Maintain comprehensive knowledge of product offerings, pricing, delivery schedules, and supply chain constraints.
• Collaborate with sales and technical teams to provide customers with product information and recommendations.
• Implement continuous improvement practices to enhance customer service efficiency and effectiveness.
• Ensure documentation and data entry related to orders and customer interactions are accurate and up-to-date.
• Adhere to all company safety policies, including handling and storage guidelines for hazardous materials.

Job Qualifications

• High school diploma required; Bachelor's degree in business, logistics, or related field preferred.
• Previous experience in customer service, order fulfillment, or logistics, preferably in a chemical or hazardous materials environment.
• Strong ability to manage remote employees
• Strong understanding of supply chain management and logistics.
• Excellent communication and interpersonal skills, with the ability to maintain positive customer relationships.
• Proficiency in Microsoft Office Suite and experience with ERP or order management systems.
• Ability to work in a fast-paced environment and manage multiple priorities.
• Knowledge of regulatory and safety procedures related to chemical distribution.
• Detail-oriented with a commitment to accuracy and quality in all tasks.

Location

• Middle River, MD

Work Environment

• Standard office setting

Physical Requirements

• Sitting and/or alternate sitting and standing at will.
• Keyboarding. Entering text or data into a computer by means of a traditional keyboard.
• Speaking. Expressing or exchanging ideas by means of the spoken word to impart oral information to clients or the public and to convey detailed spoken instructions to other workers accurately, loudly, or quickly.
• Hearing Requirements. The ability to hear, understand, and distinguish speech and/or other sounds. (i.e., in person speech, telephone, computer, etc.)
• Near Visual Acuity. Clarity of vision at approximately 20 inches or less (i.e., use of computers.)

*This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice.