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Customer Service Manager

Lead Customer Service and Technical Support as well as Inside Sales Support functions. Develop and improve processes for assuming customer satisfaction, order accuracy and sales support.
Essential Functions
Maintain Customer Service Specialist at full compliment, recruit, select, hire, train, develop, evaluate, motivate, promote and terminate all Customer Service personnel as required.
Supervise the daily activities: orders to be entered, discuss scheduling of shipments, discrepancies and other irregularities, departmental correspondence.
Develop processes for assurance of Customer Satisfaction including a smooth process for escalating technical inquires looking for trends.
Setting up new accounts, blocking accounts, making changes to accounts to SAP Customer Master
Monitor all customer complaints, allergic reactions and technical inquiries; follow up on the distribution of complaint reports and subsequent correspondence
Monitor replacement and/or credits for merchandise to doctors or laboratories as a result of complaints and/or technical inquiries.
Review and modify training manuals as necessary
Facilitate school bids through authorized contract pricing meeting margin approval
Assess Customer Service Associates product knowledge and create tools to enhance the CSR's key skills package to do the job
Facilitate government specifications, quotations, orders and invoicing
Responsible for monitoring SAP order entry system for incomplete orders, blocked orders and order entry errors. Monitor order entry statistics. Calculate monthly entry rates, error rates, etc. per CSR and Inside Sales Support. Provide documentation to Management
Participate in the development and implementation of departmental programs, systems, procedures and methods of operations.
Ensure the achievement of goals, objectives, quotas, policies, procedures and work standards for the operation
Works cooperatively in a team environment with other departments in the course of daily activities.
GC is committed to 5S principles and provides training for all Associates.
Qualifications
Previous Customer Service Support and Sales Support experienced required, minimum of 5 years.
BS/BA degree or equivalent work experience
Previous Management/Supervision of staff in Call Center setting.
Knowledge of manufacturing and distribution business as it relates to order entry, shipping and invoicing functions.
Previous responsibilities achieving sales quotas.
Detail oriented and organized
Must be team oriented

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