Job Description

Job Title: Customer Service Manager

Department: Marketing

Reports To: Sr. Director of Brands & Corporate Communications

FLSA Status: Exempt

Summary:

Oregon Ice Cream seeks a Customer Service Manager responsible for providing effective, high-level service and communication for all customers, internal and external, by exhibiting excellent, accurate and detailed knowledge of company products and programs.

Key Responsibilities:

Customer Service Management

Personnel manager for Customer Service Representatives Level 1 Lead for all day-to-day Customer Service issues, resolutions, and opportunities Resolve product or service issues by clarifying the customer's complaint; determining the cause of the issue, selecting, and explaining the best solution to resolve the problem, expediting correction or adjustment and follow up to ensure issue is resolved. Communicate to customers order changes and product shortages as they occur. Coordinate export documents as needed. Manage all Club orders from start to finish. Provide weekly open orders report to Production and Sales Teams. Gather information and analyze reporting package, with publication to executive team (dashboards, etc).

Manage Relationship with Logistics Broker

Lead cross functionally with warehouse and logistic teams to facilitate outbound transportation to our customers, optimizing truck capacity on a weekly basis. Determine solution for shipping issues in a timely manner. Manages freight claims and provides status updates to appropriate departments. Maintains daily and weekly reports regarding orders, and shipping manifest adjustments.

Communication with Accounting Team

+ Research shortage verifications (any short payment by Customer) provided by accounting and provide documentation and/or resolution.
+ Support accounting during an audit by providing requested details and responding to questions regarding invoices.
+ Validate invoices have processed when accounting has questions regarding customer aging.
+ Assist with new customer setup by entering ship to location information into ERP system.

Manage Third-Party Systems

Manage EDI new customer set up, integration and act as liaison for day-to-day issue resolution.

Collaboration & Communication

+ Work closely with other teams to ensure a smooth order-to-delivery process.
Gather daily, weekly, and monthly reports needed by executive team - for example, shortages, customer specific orders, fulfillment changes, etc. Collaboratively perform other duties as needed and directed to support the goals of the company.

Qualifications:

Bachelor's degree preferred; Minimum 5 years of customer service management experience; or overall equivalent. Food manufacturing or other CPG experience preferred. At least one year experience in customer service and order/data entry Knowledge of EDI process and integration Computer savviness: ERP experience preferred or a demonstrated ability to learn Proficient in Microsoft Office; specifically, Excel Excellent organizational skills, ability to prioritize multiple priorities and strong attention to detail Strong interpersonal skills and ability to communicate (verbal/writing) effectively at all levels and with all customers, internally and externally Demonstrated ability to self-manage, take initiative and be results oriented Ability to work flexible hours, including late nights and/or weekends as needed

Work Environment:

This position is onsite at OIC's manufacturing plant in Eugene, Oregon and with frequent use of a computer and related hardware. A person must be able to stand and/or sit; see, hear and talk; use hands to finger, handle or feel tools or controls; use hands and arms to reach. Ability to regularly lifting/moving up to 50lbs is also required Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the role.

Physical Requirements:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. An office position, which may require sitting for long periods of time and significant amount of time in front of a computer entering data and preparing reports While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms.

This position requires the ability to occasionally lift office products and supplies, up to 30 pounds

.

Special Requirements:

May require overtime during peak season.


Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time. Oregon Ice Cream believes that each employee makes a significant contribution to our success. That contribution should not be limited by the assigned responsibilities. This position description is designed to outline primary duties, qualifications and job scope, but not limit our employees nor the organization to just the work identified. It is our expectation that each employee will offer his/her services wherever and whenever necessary to ensure the success of the company.



Oregon Ice Cream is an Equal Opportunity Employer. We consider applicants for all positions without regard to race, color, religion, sex, national origin, citizenship status, age, disability, political affiliation or belief, or any other legally protected status.



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