Date Posted
5/25/2022
Location
Rancho Dominguez, CA
Salary Range
$35,000.00 - $60,000.00

SUMMARY
This position is responsible for managing and developing the Customer Service operations, as well as managing Staff, ensuring high quality IT management and administrative functions, communicating with Senior Management regarding Department operations, and setting and achieving short and long-term goals.

Primary Job Functions (70%)

  • Manages Customer Service Functions
    • Ensuring effectively sustained relationships with existing customers and new customers;
    • Monitoring Customer Service Coordinators and Supervisors to ensure that customer and Company requirements are met in an efficient manner
    • Making recommendations and suggestions to Senior Management on programs and procedures to improve the overall efficiency of operations
    • Assisting to develop new programs and procedures to improve Company's ability to meet customer needs and requirements.
    • Delegating new accounts to Customer Service Coordinators and Supervisor.
    • Participating in the accommodation of warehouse space.
    • Preparing operation manuals.
    • Estimating fees of goods and services, and providing quotations.
    • Preparing contracts for customers.
    • Monitoring order processing and ensuring data entries for outbound, inbound, and inventory reports are accurate and entered in a timely manner.
    • Overseeing the audit of accounts and following up on responsibilities of the Customer Service Coordinators and Supervisors to ensure customer needs have been met.
    • Negotiating with trucking companies for shipment rates and schedules.
    • Helping to close sales.
    • Working directly with clients to pursue timely payments.
  • Manages Department Staff
    • Monitoring workflow, productivity, and performance of Customer Service Coordinators and Supervisors through analysis of their customer service processes to ensure timely and effective operations.
    • Providing direction or guidance to subordinate Staff.
    • Ensuring Staff performs duties in accordance with Company standards.
    • Providing feedback to Staff.
    • Overseeing all daily office activities included with the issues workforce, overtime, temp usage, attendance, time-off, any leaves, etc.
    • Training Staff as necessary.
    • Contributing to employment decisions (i.e. hiring, promotion, termination, etc.).
    • Conducting performance reviews.
  • Manages Computer/IT System
    • Overseeing daily and monthly closing of the computer system and effective rotation of IT members.
    • Setting up new accounts as necessary.
    • Approving adjustments to inventory in computer, as necessary.
    • Ensuring cooperation with UPS World Ship and FedEx systems.
    • Approving manual invoicing.
  • Facilitates Communication
    • Creating reports and submitting to the President Vice-President and GM.
    • Composing documents, including memos and/or letters upon the request of the President, Vice-President, and GM.
    • Assisting in the communication of the policy to Staff through memos and other prepared documents.
Secondary Job Functions (20%)
  • Communicates with Customers/ Vendors
    • By exchanging information through telephone, fax, email, and during business trips; and by following up on correspondences to ensure that problems or claims are corrected and customers are satisfied.
  • Complies with Established Procedures and Policies
    • By studying existing and new regulations included with safety and labor relating issues, anticipating future regulations, enforcing adherence to requirements, filing reports and advising senior management either verbally or in writing on any problems; and handling security issues of premises.
  • Manages Time and Resources
    • By budgeting time and use of other resources (phone, fax, computer systems) in order to maximize productivity; and cover for other Staff when needed.
  • Participates in the Corporate Budgetary Process
    • By assisting in the preparation of budgets
    • Reviewing budget proposals.
    • Operating the division within the budget allocated.
Common Job Functions(10%)
  • Contributes to the Team's Efforts
    • Being flexible in work assignments.
    • Covering for other Staff as needed.
    • Accomplishing related tasks when reasonably requested.
  • Maintains Professional and Technical Knowledge
    • By attaining job-related certification.
    • Keeping up on industry trends.
    • Applying that knowledge to the job
  • Acts on Constructive Feedback
    • By being open to feedback from peers, supervisors, and clients.
  • Improves Processes
    • By examining departmental work processes, research procedures, administrative procedures, etc.
    • Recommending changes where appropriate.
  • Upholds Work Standards
    • By maintaining professional conduct and appearance.
    • Realizing one's own limitations and seeking assistance when needed.
    • Using established communication channels
Qualifications
  • Bachelor's degree from four-year college or university; or two to four years related experience and/or training; or equivalent combination of education and experience.
  • Ability to effectively respond to questions from Management, Staff, clients, and the general public.
  • Ability to communicate verbally and in writing to individuals and groups.
  • Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, and percentages
  • Ability to apply knowledge and sense of understanding to carry out detailed written or oral instructions.
  • Ability to deal with problems involving a few concrete variables in standardized situations.
  • Must be tactful, mature, flexible, and able to successfully respond to multiple work pressures.
  • Must be able to use a computer and such applications as Microsoft Windows, Word, and Excel, and be able to design custom reports as needed.
  • Must have supervisory skills and management experience.
Physical Requirements & Working Environment
  • While performing the duties of this job, the Staff Member is regularly required to sit and talk or hear. The Staff Member is occasionally required to stand, walk, use hands to pick-up, handle, or feel, and reach with hands and arms.
  • The Staff Member must occasionally lift and/or move up to 40 pounds.
  • Specific vision abilities required by this job include close vision and the ability to adjust focus.
  • The noise level in the work environment is usually moderate to noisy (i.e., working in a retail store with merchandise, computers, printers, and telephones).
  • The Staff Member may be required to travel for business and/or work beyond normal business hours when necessary.