Customer Service Manager (Remote)

CSR Manager – Job Description

We are seeking a Customer Service Manager for our major accounts division. Reporting to the Director of Operations, The Customer Service Manager will be responsible for managing the daily operations of the major accounts team.

Responsibilities

· Track customer sales orders and oversee shipping and logistics

· Work in customer portals for appointment scheduling, ordering etc.

· Ensure Customer Purchase Orders have been received and processed

· Confirm inventory has been acquired to fulfill major account customer orders

· Responsible for reviewing all customer routing guides and compliance requirements and ensure that the company is compliant with the customers’ requirements

· Allocate customer orders and place on pick ensuring order prep is on schedule and confirm that office and warehouse processes are compliant with customer requests

· Collaborate with internal departments to support customer requests working with sales teams and Brand Directors to find alternatives to potential issues

· Maintain communication and build relationships with major account customers and provide status updates on orders/shipments and request changes as needed

· Investigate and dispute chargebacks

· Manage a team of 5 Customer Service Representatives

· Pull and maintain sales order reports and present to management on a weekly basis

Qualifications

· Post secondary education in Business Administration or similar field

· 7-10 years management experience

· Strong leadership and decision-making skills

· Strong communication skills (both written and verbal)

· ERP and EDI experience

· Advanced Excel skills

· Previous experience in distribution industry (an asset)

· Experience in footwear/apparel industry (an asset)

***To apply for this position, please submit your resume in English format for consideration. Please note, the hours of operation for this position are based on Eastern Standard Time, 9:00am to 5:00pm,Monday to Friday.

We thank all applicants for their interest in joining our team, however, only those candidates who are qualified for the position will be contacted.