Customer Service Manager

Position Title:  Customer Service Manager

Department:    Sales

Supervisor:     Branch Manager

FLSA:              Non-exempt

Position Summary:

Responsible for providing professional and effective customer service to new and existing customers by utilizing in-depth knowledge of company products to increase store sales, assist in product selection, merchandising, and special requests. Receives, investigates and responds to all customer inquiries regarding products, orders and complaints.

Essential Functions:

1. Maintains up-to-date, in-depth knowledge of products and customer satisfaction.
2. Provides timely and accurate information to incoming customer order status and product information requests.
3. Processes customer orders/changes according to established department policies and procedures
4. Provides timely feedback to the company regarding service failures or customer concerns.
5. Partners with Field Marketing Representatives to meet and exceed customer service expectations.
6. Investigates and resolves customer complaints in a timely and professional manner.
7. Assists customers with product location and detailed information when needed.
8. Maintain product and customer service information using computer software such as Microsoft Word and Excel as well as industry specific software.

Other Responsibilities:

1. Performs other work-related duties as required and assigned.

Education, Experience and Skills Required:

1. Bachelor’s Degree, OR
2. High School Diploma or GED with at least 4 years experience in customer service, OR
3. Any appropriate combination of education and experience.
4. Ability to read, analyze and interpret general business periodicals, professional journals, and technical procedures.
5. Ability to effectively present information and respond to questions from managers, clients, and general public
6. Ability to calculate figures, and amounts such as discounts, interest, proportions, percentages, area, mass and volume.
7. Effective oral and written communication skills.
8. High level of interpersonal skills to handle sensitive and confidential situation and documentation.
9. Commitment to company values and strong customer orientation.
10. Computer Literacy

Work Environment: 

1. May require occasional exposure to store areas where temperatures may be cool or cold such as the Deli Department and Freezer.
2. For the most part the ambient will be room temperature, lighting and traditional office equipment as found in a typical office environment.  I have had the opportunity to read and discuss this job description with my supervisor. I fully understand the responsibilities and qualifications required for this job. Furthermore, I find that I am capable of performing the required functions.

Acknowledgement:

I fully understand the responsibilities and qualifications required for this job. Furthermore, I find that I am capable of performing the required functions.