Manager - Customer Service

Job Summary
The Customer Service Manager oversees the day-to-day activities of the customer service function in a poultry processing facility including overseeing the customer service team to facilitate interactions between scheduling, processing and shipping including order entry, scheduling follow-up, scheduling 3rd party truck for product shipment etc. This role ensued the prompt shipping of product to meet customer demand.

Job Responsibilities
•    Oversee the customer service team to ensure smooth flow between processing and delivery to customer ensuring product arrives as requested
•    Review and follow-up on processing and shipping schedules to ensure schedules are followed, communicating any issues or roadblocks with appropriate personnel to ensure product is available to fulfill orders
•    Facilitate communication between internal departments (Sales, Processing, Shipping and Customers) to resolve shortages, issues, product return, etc to ensure customers receive their orders as requested or are notified of any issue in a timely manner
•    Create or schedule processing orders ensuring processing matches cut sheet liaising with Sales on processing schedules to ensure product availability 
•    Work with customers to resolve complaints, returns and/ or refusals 
•    Partner with company locations on internal product transfers moving excess product to locations with shortages or secure excess product to fulfill location’s internal orders need 
•    Schedule trucks with 3rd party vendor or liaise with corporate logistics team for product pick-up and delivery, mange internal database (E2Open) and/ or liaise with corporate logistics team to ensure product is efficiently and effectively shipped to customer is a timely manner
•    May perform duties in other areas (Purchasing, Inventory Mgmt, A/R, etc) as requested
•    Mentor, train/ cross train employees, providing feedback for opportunities to improve and areas where excelling
•    Perform other related duties as directed

Knowledge, Skills and Abilities 
•    Understanding of the working relationships between internal departments with the ability to liaise between departments to resolve issues and dissolve roadblocks to facilitate an exceptional customer experience
•    Ability to lead and motivate a team, setting clear priorities and ensuring team members understand their roles and responsibilities
•    Ability to work in a fast-paced environment using excellent organizational skills and precise attention to detail.
•    Must possess a strong customer-centric attitude, high energy level and a strong sense of urgency with strong problem-solving skills, using established procedures to address and resolve routine and complex customer service issues
•    Ability to communicate clearly and effectively, both orally and in writing with all levels of the organization and external vendors with the ability to explain information clearly and convey exceptions; multi-lingual preferred   
•    Ability to organize and prioritize work in a dynamic and complex environment to meet deadlines and daily requirements.
•    Ability to adapt to changing priorities and maintain a productive and committed work effort, meeting deadlines and managing workload.

Education 
The position requires a bachelors’ degree in Business Administration, Management, or related field; experience and education may be substituted for degree. 

Experience
The position requires a minimum of two (2) years of related customer service experience.

SUPERVISORY ROLE: 
•    This role is a Leader of Leaders role with required competencies:  Sizing up People, Delegation, Planning, Customer Focus and Conflict Management

WORK ENVIRONMENT
Office
While performing the duties of this job, the employee is regularly exposed to risk of injury in an office environment.  Duties include a typical office setting including extensive computer work, sitting or standing. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

EQUAL OPPORTUNITY EMPLOYER
As an Equal Opportunity Employer, Wayne-Sanderson does not discriminate on the basis of race, creed, color, religion, gender (sex), sexual orientation, gender identity, marital status, national origin, ancestry, age, disability, citizenship status, a person’s veteran status or any other characteristic protected by law or executive order.
 

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.