Customer Service Manager

Prinova US LLC
Job Description
Prinova is a leading global supplier of ingredients and manufacturing solutions for the food, beverage and nutrition industries. By leveraging our broad in-house array of capabilities as well as years of industry expertise, we support our customers throughout the entire development process, taking their product or formulation idea from concept to completion. As a single-source partner, we strive to provide our customers with the utmost simplicity and flexibility in all their processes.
 
At Prinova, we pride ourselves on hiring individuals who are innovative thinkers with diverse backgrounds. Our culture is based on the FISH! philosophy, which encourages four simple practices: Be There, Play, Make Their Day, and Choose Your Attitude!
 
Customer Service Manager. Manufacturing
Department:  Customer Service
Location: US Corporate Office - Carol Stream, IL
Type: Full-Time
 
Summary
Manage assigned Manufacturing Customer Liaison Team. Plan and coordinate day-to-day customer support activities.  Work closely with sales, purchasing, and warehouse teams to be responsive to and meet customer needs.  Train, coach and mentor employees to deliver best in class customer service.  Set performance standards, mentor, and lead Prinova’s Customer Service Team as it pertains to Manufacturing.
 
Essential Duties and Responsibilities include the following
 
Maintain outstanding customer relationships with all customers.
 
Delegate tasks & monitor team’s performance to ensure company objectives are being met.
 
Conduct quarterly & annual reviews for direct reports.
 
Assist the team with tasks while ensuring seamless customer relationships.
 
Monitors workloads and supports customer service team to ensure that orders are processed in a timely fashion.
 
Establish SOP’s for customer service to ensure the highest level of customer service.
 
Ensures SOP’s are well implemented and followed to ensure
  • Timely entry of orders
  • Correct setting of pick and ship dates
  • Customer confirmation of order and dates
  • Proper pricing of orders vs. approved quotes
  • Timely coordination with supply chain to assure completion on confirmed dates
  • Problem escalation, resolutions, and customer communications
 
Implements time and cost savings efficiencies.
 
Oversees critical Customer Service functions, providing backup support as necessary:
  • Receives customer’s orders, coordinates all purchase order details, enters orders into the database and prepares orders for shipment.
  • Answers all inquiries such as tracking, pricing, C of A’s, shipments, credits, scheduling, cancellation, adjustments, quotes, warehousing and any other information pertaining to orders.
  • Maintains contracts (inputs into database, and works with Product Managers and Sales person to manage release dates for products)
  • Secures freight rates and sets up carriers with customers.
 
Assists Sales staff to help satisfy customer’s needs as deemed necessary.
 
Monitor KPIs for department, recommend and execute corrective actions/process changes working with sales, purchasing, and warehouse team.
 
Supports credit department in monitoring orders and communication with customers.
 
Other duties as deemed necessary.
 
Supervisory Responsibilities                                                 
Oversees Manufacturing Customer Service employees and responsible for general office operations, scheduling and coordination of work load.  Communicate with Management on any issues that arise.
 
Qualifications
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
 
Education and/or Experience                                                
BS Degree preferably in Business preferred; a minimum of 7 years of  Customer Service experience preferably with a food distribution or manufacturing company;  3-5 of Supervisory experience.  Have knowledge of raw materials used in the manufacturer of flavors is a plus.
 
Language Skills                                             
Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.
 
Mathematical Skills                                                   
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.  Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
 
Reasoning Ability                                                      
Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions.  Ability to deal with problems involving a few concrete variables in standardized situations.
 
Physical Demands
While performing the duties of this job, the employee must be able to use a keyboard, calculator, and telephone. Frequent sitting, talking, hearing, and occasionally stand, stoop, kneel, crouch, crawl, lift (50 lbs.), and ability to adjust vision for close vision work. Occasional exposure to airborne dust, high humidity, and extremes of hot and cold are possible. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
 
Work Environment
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
 
Safety Responsibilities
It is the responsibility of each employee to comply with occupational safety and health standards issued under OSHA and to follow all rules, regulations, and procedures established by the Company to ensure that their actions do not impact the health and safety of themselves or others.
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