JOB PURPOSE AND REPORTING STRUCTURE: The Director of Customer Service reports directly to the Chief Revenue Officer. Responsible for customer contacts on a day-to-day basis focused on order fulfillment and analysis in support of the sales team. This position will maintain a food safety culture and require all employees to participate.
ESSENTIAL DUTIES AND RESPONSIBILITIES: Other duties may be assigned.
All employees are responsible to report food safety and quality issues to those responsible to initiate action.
- Enter orders daily and communicate order details to Operations
- Audit invoices on daily basis
- Lead commercialization process
- Manage promotional/trade activity
- Sales volume forecasting
- Back-up for Inside Sales position
- Responsible for being the voice to the customer in all initiatives to include but not be limited to the following:
- Accurate order entry.
- Completing customer requests and portal updates
- Pursuing orders from customers if late, communicating with customers all changes to order timing or completeness.
- Reviewing and making sure all pricing and quantities are accurate prior to accepting Purchase Orders from our customers, and prior to invoicing, with a focus on 100% accuracy.
- When needed, reach out to customers to correct purchase orders for quantities, pricing, or incorrect item numbers.
- Ensure price changes are entered accurately and timely.
- Knowledge of broker network and alignment of brokers to customers
- All else as requested by Supervisor
QUALIFICATIONS: QUALIFICATIONS/SKILLS: 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.
- Attention to detail in updating and processing sales orders and invoices.
- Knowledge of principles and processes for providing customer and personal services, which includes customer needs assessment, meeting quality needs to standards for service and evaluation of customer satisfaction.
- Proficient in Microsoft Excel
- Accurate and timely completion credit memos and file management from inception to completion.
- Knowledge of order process, daily allocation, within Sage platform.
- Prompt and supportive in customer conflict resolution.
- Accuracy in data entry, and correspondence internally and externally.
EDUCATION and/or EXPERIENCE: Employee should possess 3+ years of managerial customer service experience.
MATHEMATICAL SKILLS: Employee must have strong mathematical skills to fully function relative to the analytical responsibilities associated with this position.
REASONING ABILITY: Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.
OTHER SKILLS AND ABILITIES: Proficient using Microsoft Office, particularly Excel and Word. For example, must be able to customize formatting, use pivot tables, and other intermediate level functions. Must be able to communicate effectively using voice, email, and other forms of written communication with a positive attitude. Interaction will include customers, growers, employees, vendors, and shareholders.