Midland Farms
ROLE AND RESPONSIBILITIES
The Customer Service Manager will lead, manage and co-ordinate the customer service function of the business, ensuring the efficient, resilient and cost effective fulfilment of all customer requirements. In addition they will liaise closely with internal and external customers to ensure all customer service, performance, productivity, accuracy and cost targets are met.
- Support the set-up of new accounts and maintenance of customer account information within internal and external systems, as needed. Process customer orders from multiple channels
- Manage the system and execution of weekly customer and supplier processes
- Act as primary contact for all customers. This includes receipt and confirmation of customer orders which involves researching material availability, available price record confirmation, shipping method and relevant Customer Service reporting activities
- Manage customer issues
- Resolve product or service problems by clarifying the customer’s complaint; determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment, and following up to ensure resolution
- Provide support and work in correlation with sales team
- Ownership of the phone management system
- Transmit orders to logistics and warehouse and monitor order accuracy and execution
- Liaise to coordinate order fulfillment, inbound/outbound logistics and inventory management
- Monitor orders through fulfillment process, ensuring accuracy and timeliness of fulfillment
- Coordinate inbound and outbound shipments
- Review and approve/correct logistics and warehousing invoices for payment
- Develop deep understanding of inventory management and sales trends by product line and by SKU
- Monitor on-hand inventory levels by location and help manage inventory aging and days on hand
- Coordinate with Sales & Finance teams to assess anticipated product depletions
- Assist with Accounts Receivable tracking.
- Prepare weekly sales dashboards and other ad hoc reports for management and for sales and finance functions
- Continuously improve existing operations and finance processes and develop/implement new processes to improve efficiency
- Establish and build strong working relationships with internal and external teams including Operations, Marketing, Finance, and Accounting.
- Fully understand and exhibit the Company mission. Serve as a brand ambassador, both internally and externally.
- Perform other duties as assigned.
QUALIFICATION AND EDUCATION REQUIREMENTS
- Bachelor’s Degree required; Business or Operations-related degree preferred.
- 3-5 years of experience. Food & Beverage experience a plus.
- 2+ years of people management experience PREFERRED SKILLS
- Self-starter – can work effectively in a decentralized environment with remote team members
- Accuracy and detail-orientedness, highly organized and efficient, seeks order in everything, structured in approach with the ability to ‘roll with the punches’
- Ability to multitask and manage many different moving pieces at once. Ability to pivot with the shifting needs of the business
- Confidence in own judgment and ability to make good decisions
- Expert in Microsoft Excel, Quickbooks, and ERP systems
- Strong attention to detail. Flexible, adaptable, and resourceful
- Great time management skills and ability to work with short deadlines
- Ability to communicate well with various cross functional groups as well as suppliers and vendors
- A highly self-motivated and detail-oriented work ethic with the ability to perform well in a fast-paced and changing environment
- Strong thought-leadership, critical thinking, and problem-solving skills
PHYSICAL REQUIREMENTS/WORK ENVIRONMENT THE PHYSICAL DEMANDS DESCRIBED HERE ARE REPRESENTATIVE OF THOSE THAT MUST BE MET BY AN EMPLOYEE TO SUCCESSFULLY PERFORM THE ESSENTIAL FUNCTIONS OF THIS JOB. REASONABLE ACCOMMODATIONS MAY BE MADE TO ENABLE INDIVIDUALS WITH DISABILITIES TO PERFORM THE ESSENTIAL FUNCTIONS.
- Must be able to stand/walk on your feet
- Position requires frequent lifting, reaching, climbing, pulling, stooping, bending, and kneeling.
- Maintain constant mental focus and constantly be aware of surroundings
As an Equal Opportunity / Affirmative Action Employer, Midland Farms will not discriminate in its employment practices due to an applicant’s race, color, creed, religion, sex (including pregnancy, childbirth or related medical conditions), sexual orientation, gender identity or expression, transgender status, age, national origin, marital status, citizenship, physical and mental disability, criminal record, genetic information, predisposition or carrier status, status with respect to receiving public assistance, domestic violence victim status, a disabled, special, recently separated, active duty wartime, campaign badge, Armed Forces service medal veteran, or any other characteristics protected under applicable law.
Job Type: Full-time
Pay: From $60,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Schedule:
- Monday to Friday
Education:
- Bachelor’s (Required)
Experience:
- Customer Service: 3 years (Required)
- Management: 2 years (Preferred)
Work Location: One location