Customer Service Manager

Sensient

(Turlock, California)
Full Time Travel Required
Job Posting Details
About Sensient
Sensient Technologies Corporation is a leading global manufacturer and marketer of colors, flavors, and fragrances. Sensient employs advanced technologies at facilities around the world to develop specialty food and beverage systems, cosmetic and pharmaceutical systems, inkjet and specialty inks and colors, and other specialty and fine chemicals.
Summary
This position is responsible for the hands on management of all Customer Service functions for International as well as Domestic customers. In doing so, position must effectively and professionally interact with multiple external parties such as; customers, carriers and brokers, as well as internal such as; Sales, Product Managers, Materials Management, Labeling, Production, Shipping, QC, TS, IT, Accounting, etc. Responsible for establishing, implementing and maintaining department policy and practices and maintaining customer database systems. Ultimately, this position ensures that customers receive excellent, efficient and courteous service.
Responsibilities
* Oversee the timely and accurate processing of orders to including; receipt of orders from email, fax or web, verifying contracts, order entry, revisions, PS Hold, Credit Holds, Co-ship, product availability, order confirmation and transportation. Ensure that professional and courteous communication is provided to customer or broker on all related issues. * Provide JDE Super User support to Customer Service as well as interactive departments, such as shipping, order prep and inventory control. Work with IT to resolve system issues and ensure customer needs are met through the order processing system. Maintain JDE Profile maintenance to include, but, not limited to; New Customer set up, new item set up, labeling requirements, shipping requirements, documentation, address changes and pallet requirements. * Manage transportation requirements such as Freight quotes and comparisons, carrier selections, monitoring and approving Freight Bills, arranging transportation as needed, consolidating shipments and verifying transit times. Also responsible for filing freight claims. * Proactively manage Invoicing by ensuring BOL verification and discrepancy investigations, customer notification regarding CPU no shows, investigating missed shipments, verifying freight rates, resolving order status and related issues, and ship confirmation in JDE. Assure that invoices are properly matched, mailed and filed. * Ensure that Customer Service Personnel complete order cycle by following up on shipment tracking, customer inquiries, concerns, complaints and document requests. * Oversee Customer Service personnel regarding Consignment and Forward warehouse to include; managing Stock Transfers, working with warehouses and Sales to maintain adequate stock levels, assisting inventory personnel in resolving inventory discrepancies. Assist CSR’s in verifying and resolving discrepancies upon receipt of BOL’s/Usage reports and process invoicing verifying pricing, quantities, and contracts. * Communications: Provide pro-active involvement in solving customer issues via phones, emails and faxes. Work as customer advocate with various departments such as, Sales, Traffic, Production, Product Mangers, Materials Management, QC, Tech Services and Inventory. * Create a positive environment to promote constructive communication. * Analyze department performance and make recommendations for continuous improvement. Establish and maintain department policies and procedures that promote service to the customer and support company objectives. * Coordinate and be the focal point for all customer complaints and their resolution. * Responsible for recruiting, training and developing capable staff. * Other duties as assigned. * This position is required to have ongoing contact with the Customer Service staff, Sales, Production, QA, Shipping, Labeling and Technical Services personnel. As well as external contact with Customers, Brokers, and Carriers
Ideal Candidate
**Skills and Abilitites :** * Ability to read, analyze and interpret organizational handbooks, periodicals, professional journals, technical procedures, or government regulations. * Ability to write reports, business correspondence and procedures. * Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public. * Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations. * In addition, ability to learn and use computer business applications and understand relational database concepts. **Education and Experience:** * Bachelors degree (B. A. or B. S.) * Five to seven years of experience in customer service, sales service or related area
Compensation and Working Conditions

Working Conditions

90% of the time in an office setting and 10% in a warehouse / operational environment.

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