Job Description
Job title | Customer Service Manager |
Reports to | General Manager |
FLSA Classification | Exempt |
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 Tags
Full time, Monday to Friday,