Customer Service Manager**DIRECT HIRE

Empire Workforce Solutions, Skilled Trade Staffing Division

Costa Mesa, CA

Expired: over a month ago Applications are no longer accepted.

$70,000 to $90,000 Yearly
Full-Time

Job Description

JOB DESCRIPTION:
Customer Service Manager
1st Shift: 8am-5pm
Pay: $70k-$90k DOE
Location: Costa Mesa, CA

SUMMARY:

The Customer Service Manager is responsible for overseeing the daily activities of customer service representatives responding to wholesale accounts, EDI trading partners and assisting E-Commerce. This position works closely with multiple departments to define and address business and customer needs. The role requires a strongly motivated person that can meet our customers’ expectations and be able to take a hands-on approach to problem solving by using their initiative and available resources to provide customer solutions.

Directly supervises existing and new EDI implementations and Customer Service Representatives.
Plans, assigns, and oversees the activities in testing and implementation of EDI functions required by trading partners.
Develops and implements procedures to ensures workflow and processes are in placed to maximum efficiencies for meeting company goals.
Maintain and setup automations and workflows within Freshdesk.

ORGANIZATIONAL RELATIONSHIPS:

Interacts with all levels throughout organization including employees, trading partners, and outside vendors.
Cross-functionally work with various departments.

ACCOUNTABILITIES:

Successfully train new employees on EDI and other company systems.
Manage implementation of new EDI Accounts.
Provide necessary support to help maintain our SPS Success Rate at or above 98%.
Provide necessary support to help maintain our Freshdesk FCR Percentage below 80%.

ESSENTIAL DUTIES AND RESPONSIBILITIES (include, but not limited to):

Coordinates, supervises and is accountable for the daily/weekly/monthly activities of team members.
Sets priorities for the team to ensure task completion and performance goals are met.
Identifies and resolves operational problems using defined processes, expertise, and judgment.
Provides expertise and customer service support.
Provides ongoing training and/or new hire training.
Monitors Account’s orders to ensure proper processing and ensure service levels and KPIs are met.
Ensures workflow and processes are to maximum efficiencies for business necessity.
Communicates and interacts with Sales Force, various outside vendors, and internal departments at all levels of management.
Participates as subject matter expert for projects. Management of small projects and tasks as assigned.
Motivates staff, communicates clear expectations, holds staff accountable to EDI and customer guidelines.
Provides coaching and constructive feedback and recognition when appropriate.
Engages in career development discussions and recommends appropriate training needs.

Our goal at Empire Workforce Solutions is to enrich people’s lives by connecting them with meaningful employment. While our reach is nationwide, our recruiters have intimate knowledge of local markets, which allows us to find the ideal pairing of employer and employee. As a visionary workforce solutions company, Empire understands the critical role work plays in life. We help individuals develop their careers through planning, coaching, training and optimized search and placement. We assist companies small and large to find the people who will take them to the next level and beyond. At Empire, we believe everyone should be treated royally. Through our knowledge, expertise and state-of-the-art resources, we can help you navigate the complex and often overwhelming task of finding employees, or employment. With our specialty divisions, we have a team that will help you fulfill your needs. Our Professional Careers Division places candidates from IT to Accounting and Finance. Candidates from Administrative Assistants to HR Generalists to Vice Presidents at large corporations trust us to be confidential and caring when finding them a new great career. We work with well-known companies all over the US and our highly-skilled team can help you find your next new opportunity.