Job Description

GENERAL DESCRIPTION

The Poultry Customer Service Manager - West works under the direction of the Director of Customer Service and is responsible for overseeing the day-to-day work activities and performance of the customer service department and staff (for designated VSI Branch). This individual acts in the capacity of Company liaison with customers with a primary focus of achieving excellent quality customer satisfaction and service standards.

ESSENTIAL JOB DUTIES/RESPONSIBILITIES

To perform this job successfully, an individual must be able to perform each essential duty at a satisfactory level. Reasonable accommodation may be made to enable qualified individuals with disabilities to perform the essential job functions. Essential job functions and duties include, but are not limited, to:

• Plan, co-ordinate and control the activities of the customer service team to maintain and enhance customer relationships and meet organizational and operational objectives.
• Oversee the achievement and maintenance of agreed customer service levels and standards.
• Ensure the necessary resources and tools are available for quality customer service delivery
• Communicates daily with CS Manager regarding status of department goals, objectives, strategies, customer issues/concerns, and staff-related criteria/concerns.
• Ensures that CS staff and complies with Company policies, procedures, and protocols.
• Assits in training newly hired CS Reps in all aspects of job duties, and CS procedures. Conducts periodic staff training sessions, as needed or required.
• Maintains customer satisfaction by providing problems-solving resources.
• Provides a high level of attention to customer accounts, processing customer orders, and communicating on related order issues, new products, etc.
• Creates and maintains customer order files, delivery call logs, departmental reports, and related documentation.
• Develop and implement customer service policies and procedures as needed.
• Keeps up to date on new company products, services, procedural changes, customer needs, and related customer service changes; educates staff members accordingly.
• As part of the CS team, takes customer orders via telephone, email, or fax:

o Scheduling/coordinating product shipping dates;

o Notifying customers of delivery schedules/delays;

o Computing prices, discounts, shipping charges for customer orders; and

o Interacting with outside sales reps. regarding customer orders, shipments, problems, and concerns.

• Maintains visibility on the floor and provides hands-on coaching/guidance to CS Reps.
• Maintains pricing matrix; processes monthly price lists, and processes Electronic Data Interchange (EDI) orders.
• Represents VSI in a professional manner at all times.
• Excellent attendance and dependability is an essential requirement of this job and have the ability to work overtime as needed/required.
• Responsible for maintaining good-housekeeping habits by keeping work areas clean and organized during work shift.
• Establishes and maintains positive work relationships with co-workers, management, customers, and vendors/suppliers to create value and opportunity for VSI growth.
• Based on business needs, may be required to travel periodically.
• Maintain a professional demeanor, appearance and conduct at all times.
• Attends mandatory staff meetings and participates in group discussions.
• Performs other job-related job tasks, work assignments and/or special projects as directed/assigned by Management.

QUALIFICATIONS

The employee must have demonstrated experience and/or education as outlined below in order to satisfactorily perform the essential job duties and responsibilities. Qualifications may include, but are not limited, to:

• High School Diploma or equivalent GED certificate;
• Three (3) or more years of work experience in the capacity of CS Supervisor in a fast-paced customer service work environment; or
• Any combination of experience, education, and training that will provide the level of knowledge, skills, and ability required for the job.
• Proactive team-building and relationship building, including the ability to work individually and as a team member.
• Proficient PC skills (Microsoft Word, Excel, SMART devices, and internal Company programs/applications).
• Proficient math skills (addition, subtraction, multiplication, division, common fractions and decimals).
• Demonstrate ability to communicate effectively in both oral and written communications.
• Proficient skills in reading, writing, and speaking the English language.
• Read, analyze and interpret general business procedures, work instructions, training materials, professional, etc.
• Attention to detail.
• Effective problem solving, resolution skills, and ability to exercise good judgement.
• Demonstrated customer services skills, ability to relate effectively and tactfully with all levels of the organization.
• Commitment to and demonstration of high ethical standards governing professional behavior and interactions.
• Ability to adapt effectively to workplace changes and new job duties and responsibilities.
• Ability to work efficiently in fast pace demanding work environment, ability to handle multiple job duties with frequent interruptions with calmness and professionalism.
• This position may require employee to operate Company provided vehicle or their own personal vehicle to conduct work-related business and therefore requires a valid drivers license, clean DMV record and current vehicle registration.

PHYSICAL DEMANDS AND WORKING CONDITIONS

The Physical Demands and Working Conditions of this job may require the employee to perform the following physical activities during the course of work. Reasonable accommodations may be made to enable individuals with disabilities to perform the Physical Demands and Working Conditions. Physical Demands and Working Conditions may include, but are not limited, to:

• Regularly uses a telephone/cell phone, computer (including keyboard), SMART devices, email and/or fax for necessary communications.
• Required to stand, walk and sit for extended periods of time.
• May be routinely required to stoop, bend, kneel, lift and reach, in the performance of job duties.
• Requires the essential use of hands, speech, eyesight, and hearing.
• Vision requirements include close and distance vision, peripheral and depth vision, and the ability to adjust focus as needed.
• Lifting limitations for this position: 25-30lbs. on a regular basis.
• Noise level for this work environment is typically low to moderate.
• A safety-sensitive position is one in which job performance can affect the safety of the employee and others. An employer must be able to demonstrate that the employee's inability or impaired ability to perform job-related tasks could result in a direct threat to their safety and/or the safety of others.

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