Customer Service Manager- Distributors & Key Accounts

Department: Corporate

Employment Type: Full Time

Location: Nottingham, PA

Description

• SCHEDULE: Monday-Friday 40+ hours a week
• BENEFITS: This position is full-time benefit eligible, elective benefits include:
  • Medical, dental, hearing and vision insurance. 
  • Opportunity to contribute to a 401k, with a company match. 
  • Paid vacation, holiday and sick time.
  • Paid Employee referral program. 

Key Responsibilities

• Oversees Distributor & Key Account administrative teams by coaching and counseling, planning, monitoring, and appraising job results. Completes annual performance review appraisals. 
• Analyzes departmental problems and concerns, develops and implements new solutions, and helps increase business growth by improving department operations and customer service.
• Leads and positively influences employees towards successful outcomes.
• Collaborates with Distributor & Key Account Managers, Customers and Department to ensure the highest level of customer service and productivity outcomes. 
• Proactively recommends and implements process improvement initiatives.
• Delegates assignments as needed. 

• Possesses top-notch listening skills to build meaningful relationships with customers and cross-functional areas to troubleshoot, resolve or respond within 24 hours with actionable solutions.  
• Manages difficult or emotional customer situations, leveraging relationships and knows when to escalate.
• Interprets Distributor shipping schedule orders and relays to assigned sales team member.

• Processes daily, all details of shipping within a proprietary system, with close attention to detail and in a timely manner.
• Continuously monitors customer orders and collaborates with various teams on shipments, delivery, and final resolutions on outstanding order concerns.
• Tracks and monitors orders/deductions for accuracy and compliance of program specifics.
• Compiles information for Team Meeting reports and presentations to assist in decision making.
• Perform business and process analysis using the data and information provided by internal systems and outside sources. Analysis offered includes more than just the numbers. It contains observations and ideas.
• Participate in process improvement teams to determine ways to improve business processes. Ideally taking a lead role for some projects at the appropriate time.
• Produce reports and graphics for internal and external customers.
• Build effective relationships and credibility with external customers and within Herr’s operations and other company functional groups.
• Lead implementation and assist in follow-up with each new Distributor onboarded.
• Liaison between customer and Distributor management team.
• Must be able to work in a fast-paced environment.
• Good communication and organization skills and strong attention to detail are required.

Qualifications

• Associate degree and a minimum of 2 years of relevant sales and management experience preferred. 
• Courteous with exemplary customer service orientation and demonstrated listening skills.  
• Self-motivated with demonstrated strong work ethic, the ability to work within tight deadlines, while paying attention to detail while delivering stellar customer service.
• Excellent written and oral communications skills.
• Proven ability at creative problem solving and innovative thinking.
• Ability to effectively resolve conflict.
• Demonstrates flexibility to adapt to changes quickly and think conceptually and execute in a timely manner. Proven ability to respond positively under high pressure and respond with a high sense of urgency. Effective multi-tasker.
• Goal oriented and sales minded.
• Knowledge of Microsoft Office and ability to learn industry specific software in a reasonable amount of time with the ability to change work habits as the company continues to implement advances in technology to improve efficiency.
• D365 Management or equivalent ERP-System
• Professional work experience in Distributors and/or key account
• Profound knowledge of customs documentation and clearance industry.
• 2+ years of work experience in Customer Service.
• Successfully completed an apprenticeship as an office management assistant or equivalent educational experience.
• Coordination of out-and-inbound shipments with carriers and customers.

• Performs work required for this position in an office environment.
• Remains sedentary for moderate to extended periods of time.
• Required to use a computer monitor, keyboard, and mouse for extended periods of time
• Ability to lift up to 20 pounds on occasion
• Occasionally works irregular hours to meet department deadlines, participate in department projects and activities, and accommodate client's schedules or to respond to handle problems that may affect the performance and functionality of the Company websites.