Customer Service Manager

General Description:

The Customer Service Manager is responsible for completing assigned duties to ensure customer, team member, and vendor satisfaction. The Customer Service Manager does this by managing daily communications with customers, sales teams, Customer Logistics Managers, and other stakeholders regarding orders, order management, inventory, and deliveries. The Customer Service Manager also ensures efficient and effective handling of customer orders and related processes. The Customer Service Manager completes these functions in support of the manufacture of dairy-related products.

Job Responsibilities:

1. Assist as needed with entering and revising customer orders, ensuring accuracy and timeliness.
2. Make informed recommendations based on the customer's current inventory levels and sales rates to optimize order fulfillment.
3. Work closely with internal teams and customer contacts to resolve any issues that arise regarding orders and deliveries, ensuring a smooth and efficient process.
4. Collaborate with the Customer Logistics Team to communicate delivery schedules and updates to customers, ensuring they are always well-informed.
5. Generate and analyze reports related to customer inventory, orders, sales, and deliveries, providing valuable insights to support decision-making.
6. Escalate any significant issues to Sales Managers as needed, ensuring that problems are addressed promptly and effectively.
7. Work closely with Sales and other functions to problem-solve and address any challenges that impact on customer satisfaction.
8. Coordinate with Production Planning and Inventory Analysts to ensure product availability meets customer demand.
9. Manage Electronic Data Interchange (EDI) processes in collaboration with the IT department, ensuring seamless data exchange.
10. Help monitor product availability and manage any product holds that may affect order fulfillment.
11. Coordinate with logistics teams to manage customer pick-ups and Byrne-arranged freight, ensuring timely and efficient delivery.
12. Communicate with the warehouse team regarding proposed add-ons and other changes to orders or shipments, ensuring all adjustments are accurately implemented.
13. Address ongoing issues with customers and their haulers, working to resolve any problems that may arise during the delivery process.
14. Receive forecasts from customers and share this information with Demand Planning, Production Planning, and Sales teams to ensure accurate production and inventory planning
15. Responsible for achieving assigned goals in safety, quality, performance, and cost.
16. Responsible for complying with GMPs, SOPs, corporate and/or plant policies, rules, and regulations.
17. Works in a safe manner and reports safety concerns promptly to their leadership team and takes corrective actions as necessary to ensure a safe environment.
18. Demonstrates strong communication skills across various departments, ensuring clear and effective collaboration.
19. All other duties assigned by leadership.

Essential Knowledge and Skills:

1. Ability to apply basic to complex mathematical concepts such as adding, counting, subtracting, multiplying, dividing and knowledge of weights and measure, to sufficiently handle job tasks.
2. Familiarity with office management procedures and general knowledge of office equipment and troubleshooting.
3. Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, and Outlook.)
4. Strong organizational and multitasking abilities as well as attention to detail and problem-solving skills.
5. Proven capability to work both independently and collaboratively, showcasing strong communication and teamwork skills.
6. Understand and respond appropriately to basic to complex employee, vendor, and customer inquiries.
7. Read, write, and communicate using English language sufficient to perform job functions (Other preferences will be given for special language skills when there is a business need).
8. Knowledge of company's mission, purpose, goals, and your role in achieving each of them.
9. Satisfactorily complete all company training requirements.
10. Ability to interpret company documents and literature.

Education/Experience:

1. A bachelor's degree in business administration, Supply Chain Management, or a related field is preferred.
2. A minimum of 5 years of experience in customer service, order management, or a related role.
3. Experience in the manufacturing or logistics industry is a plus.
4. Familiarity with ERP systems and customer relationship management (CRM) software is advantageous.

Performance Standards:

1. Responsible for reporting to work at scheduled times and communicating tardiness and absences with the assigned Supervisor/Manager prior to the occurrence.
2. Responsible for reporting to work in a condition to work.
3. Responsible for being well-groomed and always dressed in business-and position-appropriate attire including ensuring compliance with GMP dress code standards.
4. Comply with performance criteria, standards of conduct as contained in company policy, employment procedures and responsibilities as described in the company handbook.
5. Demonstrates a high level of professionalism and confidentiality.
6. Always maintain a safe work environment and immediately report and take appropriate action to correct safety/food safety concerns.
7. Responsible for completing all assigned tasks and responsibilities as assigned.

Work Schedule:

1. Requires morning and afternoon availability with flexibility outside of normal business hours based on company needs.
2. Requests to be scheduled off for a specific day require advance notification and approval by Supervisor/Manager.
3. Salaried: Generally scheduled for 40-45 hours; more hours may be required based on the needs of the business.

Environmental Concerns:

1. May be subject to exposure to ingredients used in the manufacture of food products including allergens.
2. May be subject to exposure to chemicals involved in the manufacture and sanitation of a food processing facility.
3. Maintain a clean and organized workspace.
4. Support company sustainability initiatives and policies.

Physical Job Requirements:

1. Ability to sit/stand for extended periods of time.
2. Occasional lifting of office supplies and equipment (up to 20 pounds.)
3. Frequent use of computers and other office equipment.
4. Ability to move around the office to perform various tasks.

Work Location:

• Lafayette, NY

The wage range for this role considers the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs. At Byrne, it is not typical for an individual to be hired at or near the top of the range for their role, and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range is $72,000 to $98,500.

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)