Customer Service/ Export Manager
Absecon Mills is a textile manufacturer with a focus on cutting-edge innovation, manufacturing excellence and superior customer service.
This is a widely varied position, requiring the proper candidate. The broad-based responsibilities of this job require background experience in customer service, including familiarity with shipping and export documents. Flexibility is a must.
The responsibilities of this position include:
• Leading a staff of customer service representatives, including hiring, training, supervision and evaluations. Accomplishing department human services objectives by recruiting, selecting, orienting, training, assigning, scheduling, coaching, counseling and disciplining employees. In addition, supervisory position requires communicating job expectations, planning, monitoring, appraising and reviewing job contributions, planning and reviewing compensation actions and enforcing policies and procedures.
• Interfacing with both customers and an outside sales team on a daily basis via phone, email or letter, analyzing the needs of both, including identification of problems and ensuring long-term problem resolution.
• Providing complete organizational management for all customer service functions.
• Planning, prioritizing and delegating work tasks to ensure proper functioning of the department.
• Writing scripts to provide to customer service representatives, ensuring the highest standards of service and continuous professionalism.
• Minimizing and resolving customer grievances.
• Maintaining contact with customers to provide feedback on sales representatives and customer service experiences.
• Working with management on customer service initiatives to improve customer service quality results by studying, evaluating and re-designing processes.
• Preparing shipping and export documents to ensure that all exports are processed in full compliance with all customer, company, federal and state requirements.
• Maintaining export records in accordance with regulations and procedures.
• Authorizing and auditing invoice payments for customs duties, broker fees and freight in accordance with company contract.
• Providing feedback to the company president regarding service failures or customer concerns.
• Supporting credit and finance teams on the resolution of credit/finance issues.
• Maintaining an accurate backlog of orders with corrective actions to meet on the fly reprocessing.
As the principal customer advocate, you will be responsible for timely quotation activities, interfacing with production and outside vendors to ensure on-time results.
This is a full time position, Monday through Friday, offering benefits including health insurance, company matched 401(k), paid vacation and paid holidays.
Qualifications:
• Bachelors or Associates degree
• Customer Service/Export or Logistics Experience
• Excellent written and oral communication skills
• Proven leadership skills
• Motivation, organization and flexibility
• Good decision making abilities
• Project management skills
• Ability to multitask is essential
• Ability to maintain professionalism at all times
• Customer Service managers talk, listen and help resolve conflicts. An expert communicator will be able to listen effectively and display patience and professionalism at all times.
Absecon Mills is an equal opportunity employer. Preference will always be given to Veterans.