Customer Service Operations Director
hace 2 semanas
Job Summary
The Customer Service Operations Director will oversee daily operations of order entry, production planning, and logistics to ensure optimal balance between meeting external and internal requirements. This role is responsible for supervising the processing of customer orders, acknowledgments, returns, credits, debits, etc.
Main Responsibilities
- Create and implement a customer service strategy around people, tools, and processes to improve responsiveness, lower transaction cost, and achieve optimal balance between meeting customer requirements and operational objectives.
- Optimize existing as well as develop and implement new and improved tools and processes to achieve higher customer satisfaction through increased responsiveness and accuracy.
- Provide team leadership and develop the Customer Service Representatives and support continuous improvement efforts as they relate to customer communication, order management, and demand planning.
- Review all incoming orders to ensure that the part number, quantity, product specifications, and price are consistent with those stated in the quotation.
- Enter orders into the order entry system.
- Inform customers and Sales regarding acknowledged ship dates provided by the manufacturing plant(s).
- Proactively communicate pull-ins or push-outs to Sales and affected customers.
- Work out discrepancies between the quote and purchase order with the customer and/or Sales, and obtain a revised corrected copy of the purchase order from the customer.
- Perform customer relations duties on products sold, acting as a liaison between the customer, Sales, and the Company.
- Expedite internal delivery on orders to meet customer delivery requirements.
- Coordinate with outside Sales as appropriate. Forward copies of correspondence to Company Sales staff and manufacturer representative Sales force to enable them to follow up on quotes and service problems.
- Keep upper management informed about unusual situations or particularly large inquiries, changes in shipment, or delivery trends that may affect Company sales. Escalate promptly and as necessary.
- Adjust complaints concerning billing, referring complaints of service failures to designated departments for investigation.
- Plan, organize, direct, and run optimum day-to-day operations of the planning/purchasing and warehouse functions to exceed internal and external customers' expectations. Allocate resources effectively and fully utilize assets to produce optimal results.
- Collaborate with Sales and customers to provide weekly updated Order forecasts for the month; monthly updates to quarterly and full-year Order forecast.
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