Customer & Sales Service Manager FG HQ

Summary

The Customer & Sales Service Manager (CSSM) leads all initiatives that oversee customer activities and the order to cash process.  The C&SSM will ensure high levels of customer satisfaction, resolve major or reoccurring issues within each functional area and drive process improvements that impact financial accuracy and compliance.  The CSSM is responsible for leading and developing a team of Customer Service Specialists as well as overseeing the order to cash processes, pricing, and ensuring proper documentation.  The CSSM acts as a key contact for sales on customer trends, account status updates, escalations, and reporting in addition to working with IT to manage system needs and issues. This role works closely with Customers, North America Sales teams, Regional Sales Directors, Directors, Vice Presidents, and Supervisors.

This position will be based out of our Boise, Idaho headquarters office.

Key Responsibilities

• Builds and maintains effective relationships with both internal and external customers and provides premium customer service by facilitating timely and accurate communication.  Solicits feedback from internal and external customers for optimization opportunities.
• Acts as the subject matter expert on system functionality and applications for business solutions. Responsible for troubleshooting, diagnosing, and resolving problems with sales and utilizing escalation processes.  Identifies and implements business and/or system process improvements.
• Leads Customer Service Specialists in all aspects of the order to cash process for domestic orders. Instructs and empowers the work of direct and indirect team members and ensures their ongoing development to support current and future business needs while maintaining a highly motivated team environment.
• Promotes full cross functional training for department, workload balancing, and providing backup where needed.
• Manages customer contract execution, pricing and exceptions, invoicing, freight set up, customer records, system administration, EDI, documentation, quality issues, credits and rebill programs. Manages customer onboarding and set up and Sales Force contract and quality activities.
• Builds an effective team through recruitment, selection, coaching, development, training, and modeling effective management techniques. Establish accountability with and monitor progress of direct reports

Typical Education

Bachelor's Degree (B.A. or B.S.) from 4 year college or university; 5+ years related experience and/or training

Relevant Experience

5+ years related experience and/or training

Required Certifications

Other Information

• Comprehensive knowledge of customer service, pricing, contracts, and logistics.
• Comprehensive knowledge of ERP, IOS, documentation and pricing/deduction systems.  
• Ability to lead, coach, motivate, and give direction to Customer Service Specialists.
• Ability to work collaboratively with team and across other departments.
• Advanced customer service, communication, interpersonal, planning, and organizational skill.
• Advanced computer skills, including MS Office Suite.
• Ability to resolve complex questions and problems, as it relates to domestic customers and order activities.
• Serves as a resource to others in the resolution of complex problems and issues.
• Ability to apply common understanding to carry out instructions furnished in written and oral form.

Disclaimer ‑ The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.