Customer Service Manager
Job Category: Office / Administration
Requisition Number: CUSTO001685

Moody, AL 35004, USA

Summary: Responsible for serving as the leader of Red Diamond’s Away from Home customer service department providing excellent sales support for distributor, national chain account and Legacy Coffee Service customers as well as internal sales and service personnel. Receives calls from customers and handles their specific needs as a “one stop shop” or directs them to another department if necessary. Exceed customers’ expectations by following up on issues and prioritizing a positive customer experience through responsiveness and empathy. Determine system improvements and implement process changes with a focus on excellence in service to customers and driving profitability for the company. Identify industry customer service trends and standards and implement best practices to optimize departmental performance.

Essential job functions:

- Manage the Away from Home customer service area including staff and administrative responsibilities. Recruit, train, coach/correct, communicate job expectations, conduct performance evaluations, and enforce policies and procedures. Ensure employee time records are maintained and accurate and approve time on a weekly basis.
- Enter customer orders and post them to the Plant for processing. Enter service orders for equipment installation or repair and follow up as needed. Research exceptions with carriers and report back to shipping so they can file claims with carriers as needed. Invoice sales orders and monthly equipment rentals. Email invoices to customers. Work closely with pricing to ensure orders are accurate per customer set up.
- Assists customers in resolving issues. Communicates with carriers to request freight charges and enters those on sales orders as needed. Set up customers for online ordering and update customers order guides as needed. Works with AR department by entering credits or debits to reconcile invoices for damages or shortages. Provide specialized support to our large national accounts.

Knowledge, Skills, and Abilities Required:

- Knowledge of general office procedures.
- Knowledge of basic math.
- Strong communication and organizational skills.
- Strong customer service skills.
- Supervisory/leadership skills
- Strong computer skills including Microsoft Office and AX
- Ability to work on multiple tasks at one time and meet deadlines.

Education and Experience Required: Minimum high school diploma or equivalent and five (5) years customer service/administrative/office experience required. Bachelor’s degree in business or related field preferred.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)