Customer Service Manager Job at The Dupuy Group, Houston, TX

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  • The Dupuy Group
  • Houston, TX

Job Description

 

Summary/Objective

 

This position will oversee all Customer Service Representatives at Dupuy Houston; a key strategic and operational leadership role responsible for the development, continuous improvement and delivery of great customer service. This position is responsible for helping the GM in leading and developing a team that works together to deliver great customer service and adhere to all company policies and protocol

 

Essential Functions

 

  • Responsible for all records, including inventory record keeping, in and out shipping documents, weighing, reconditioning, sampling, assorting, blending, upgrading and roasting.
  • Drive quality and consistency while adapting to a changing environment
  • Address all customer complaints and provide exceptional and professional communications with customers and vendors
  • Manage all Customer Service Representatives by assigning customers, issuing duty lists and backup duty lists; helps them balance responsibilities and assign priority work; performs as a backup when needed.
  • Interview, hire, and address Customer Service Representatives issues; assist in performance management; approve time records, PTO requests and expense reports
  • Responsible for learning new software applications in relation to the business including ExponentHR, Royal 4, etc.
  • Responsible for scale inspections by certified scale company
  • Make sure all billing and invoicing gets done in a timely manner
  • Responsible for accurate service rates
  • Approve payment of invoices for Customer Service department; approve cancellation of invoices
  • Responsible for Foreign Trade Zone (FTZ) Annual Report and all documents pertaining to FTZ, including FTZ manual
  • Responsible for all Customs Bonded documents for CBW, including CBP manual
  • Oversee CSR’s updating other computer systems, eCops and Guardian for Exchange Coffee
  • Responsible for inventory totals for GCA
  • Acts as backup for employee time sheet approval and payroll approval
  • Communicates and develops working relationships with warehouse supervisors, directors and managers from other departments
  • Responsible for making sure all warehouse services get completed in a timely manner
  • Maintain continuous education and safety training
  • All other duties assigned

 

 

Qualifications

 

  • Bachelor’s degree in business administration or similar study; equivalent experience in Customer Service
  • Supervisory or managerial experience
  • Basic computer skills; Excel, Word, Outlook, Office 365, PowerPoint
  • Basic math skills; addition, subtraction, multiplication, division, simple fractions

 

Physical requirements

 

Must be able to lift 25 pounds, prolonged periods sitting at a desk and working on a computer in an office environment setting

 

Position Type and Expected Work Hours

 

This is a full-time position. Days and hours of work are Monday through Friday, 7:30 a.m. to 4 p.m.

 

Supervisory Responsibilities

 

Supervises 7 to 10 employees including the courier/sampler.

Job title

Customer Service Manager

Reports to

General Manager

FLSA Classification

Exempt

Job Tags

Full time, Monday to Friday,

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