Summary/Objective:
The Supervisor, Customer Service is responsible for supervising Customer Service Operations related functions for brands, private label and contract manufacturing accounts. Also manages pricing for all brands under Wellnext.
Essential Functions:
- Supervise, coach, staff and support team of direct reports
- Manage open order reports and ensure customers are updated as necessary
- Monitor daily and weekly activity for each employee
- Maintains customer account information for Customer Service Operations in SAP and Sales Force
- Work closely with the Sales to ensure details of each customer are clearly understood
- Supervise all order processing functions (lead times, MOQ's, pricing)
- Monitor customer specific inventory to ensure levels are in sync with order requests
- Generate reports and business reviews to update the brands and business units
- Work with Planning to ensure customer expectations are communicated and met while monitoring the various stages of production and packaging
- Work with Costing on new item set up and item changes as requested by the customer
- Work with the Regulatory and Quality departments regarding customer required documentation requests
- Communicate to freight forwarders as needed for pick up requests and export documentation
- Submit requests for certificates of free sale, certificates of origin and GMP documents to FDA
- Work closely with Accounting on debits, credits, statements and customer deductions
- Process and monitor credit card payments
- Maintain customer account information for Customer Service Operations in SAP and Sales Force
- Work with Customer Service Operations support staff on various order related issues
- Ensure invoicing is processed on time for all customers
Required Education and Experience:
- Associates degree in business, administration or related field
- Minimum of five (5) years Customer Service experience in an office/distribution environment
- Able to type approximately 40 WPM, 8,000 KPH.
- Proficient in Excel and Word
- Experience in order processing software and familiarity with the sale and distribution module
- Proven ability to work independently as well as collaboratively
Preferred Education and Experience:
- Bachelor's degree in business, administration or related field
- Prior supervisory experience
- Bilingual (English/Spanish)
Supervisory Responsibility:
Direct supervisory responsibility including the authority to hire, transfer, suspend, layoff, recall, promote, discharge, assign, reward or discipline subordinate employees or effectively recommend such actions.
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