Customer Service Manager

NOW HIRING: Customer Service Manager
Company Website: http://www.olyforest.com/
Location: Cleveland, OH
– Onsite
 
Job Summary:  
Olympic Forest Products Company is a growing national pallet management company in Cleveland, OH.  Under the direction of the Chief Financial officer, you will be responsible for managing the account administrative team to ensure top quality service to meet our customers and suppliers requirements.  This position requires a customer focused individual that is prompt, professional, and eager to address customers needs.  Urgency when responding to emails/answering phones is needed, as well as problem solving skills to correct current issues and foresight to avoid potential issues.

 
Primary Responsibilities :  
Leading a team whose primary responsibility is to receive and process customers orders.

Create, update and document effective account administration procedures, policies, and standards.

Update training manuals as needed to reflect current processes.

Hire and train new Account Administrators.

Allocate resources to ensure quality customer & supplier support and team utilization.

Responsible for own book of business processing orders, working with the sales team, customers, and suppliers.

Maintain the highest levels of customer service to internal and external customers.

Urgently address customer emergency issues with problem solving skills.

Develop process improvement for more efficient and productive flow.

Responsible for evaluations of team members and corrective measures.

Time allocation will be split equally between management,  process improvement; with availability to assist with order processing.

Strong Time Management skills will be key to this role.

 
Required Skills and Experience:  
5+ years experience in customer service/fulfillment center leadership.

Experience leading a team with diverse skillsets and experience levels.

Quick thinking and decision making for quick corrective action.

Self-starter with a high degree of initiative and drive.

Strong computer skills-Microsoft Office and ERP systems.

Familiarity with drop ship distribution, manufacturing, and Macola ERP experience are a plus.

Effective written and verbal communication skills.

Strong work ethic capable of being a motivated self-starter adept at demonstrating superior analytical and critical thinking skills as well as a common sense approach to problem solving.

Deadline oriented Ability to multi-task efficiently with the ability to effectively prioritize work on a daily, weekly, and monthly basis.

 
What’s in it for you:  
Dental insurance  Health insurance