Customer Service Manager (CSM)
Fenix Outdoor - Boulder, CO

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Overview: Provide support and assistance of customer-related matters.
Act as a liaison between clients and internal department s focusing on customer satisfaction.
Oversee and mentor staff members within the Customer Service Department to assure that all staff member are performing all essential job function on a daily basis.
Required Experience:
*Must be well organized with an extremely strong attention to detail and ability to multi-task
*Proficient computer skills (Microsoft Excel, Word, Outlook)
*College Degree

  • Experience with EDI a plus

*2 years of Management experience

  • Professional, punctual, reliable and dependable
  • Self motivated with excellent communication skills

*Have a strong sense of urgency and excellent follow-through

Essential Job Functions:
1 -Manager Customer Service, Order Entry staff members.
a) Mentor and work closely with CSR’s to assure that they are giving customers accurate, prompt and courtious information.
b) Keep staff aware of back orders and work closely with inventory control and purchasing to assure your department is aware of due dates for all items.
c) Monitor daily work of staff to assure that they are following all procedures and completing their daily duties.
2- Update special pricing in system for accounts with profiles.
3- Analyze open order reports every two weeks for any overlooked orders.
4-Checking requested information per customer requests
a) Order inquiry
b) Price inquiry
c) Stock status inquiry
d) Shipment inquiry
5- Taking Orders
a) Be sure they have the correct prices
b) Up selling
c) If addresses or any other information has changed, complete a change form and give to the credit department
d) Be sure order is filled out COMPLETELY before sending on to order processing
e) Reading back credit card numbers and expiration dates
f) If COD, remind them of the fact (check if they’d like credit app?)
6- Quotes
a) Quote prices over the phone to domestic accounts ( Acct. type code pricing)
b) If special account type, work up and fax quote
c) Not necessary to quote freight unless by customer request
d) Any deviation from price lists require manager approval
7 – Issue Return Authorization Numbers (RA’s) to customers
8- Product information calls
a) Be knowledgeable about part numbers
b) Be knowledgeable about product features
9 – Other duties as assigned