Customer Service Manager

JOB DESCRIPTION

Our team is looking for a highly skilled call center customer service manager who can motivate service representatives to achieve department goals and champion their teams to deliver specific results for our clients.

This position's primary purpose is to oversee all aspects of customer service including order entry, order management, and logistics management for Pacific Barcode products. The incumbent also collaborates with Finance to ensure the strategic alignment of Pacific Barcode's finances with those of the business unit. Key responsibilities include processing and addressing all Customer Order related issues and inquiries for Pacific Barcode from the initial Sales Order to shipping and invoicing ensuring all orders are finalized for month-end closing. Additionally, the incumbent is responsible for and various office management duties. Success in this role requires strong leadership skills and the ability to efficiently prioritize and distribute the departmental workload.

ACTIVITIES/TASKS/SCOPE

• Manage a team of 5 to 10 Customer Service Reps
• Regularly communicate with reps, contractors, end users, manufacturing plant, and Pacific Barcode internal departments to execute shipping and logistics for Orders
• Manage customer communications, clarifications, shipment and other deliverables for Pacific Barcode orders
• Provides invoices, bills of lading, proof of delivery, and tracking information upon customers request for all Pacific Barcode orders
• Contact third party logistics vendors to arrange pickup and prepare shipping documents and export documents when applicable
• Request purchase orders and review for accuracy
• Submit orders from Sales; enter parts orders and order acknowledgements in MRP System
• Verify order addresses, discounts, and freight subsidy dollars
• Perform various customer service-related tasks
• Perform various administrative duties related to orders
• Work with the plant and engineering on scheduling
• Create and maintain job order documentation; prepare job folders for final scan
• Confirm orders have shipped in MRP System
• Supports on time shipping of Pacific Barcode orders
• Address finance-related inquiries from various levels
• Perform miscellaneous office management duties
• Oversee the shipment of any warranty-related items that need to be shipped from the plant

EDUCATION/EXPERIENCE

• Bachelor's degree in business, accounting, or a related field
• 5-7 years of experience in customer service and/or accounting
• Managerial experience preferred

CERTIFICATION/OTHER SKILLS AND ABILITIES

• Proficiency in Microsoft Office software
• Strong written and verbal English communication skills
• Strong time management skills
• Ability to delegate responsibilities efficiently
• Provide excellent customer service to external and internal clients
• Maintain clear communication with customers and co-workers
• Work well with other departments and cross-functional teams
• Manage remote employees as needed
• Other duties and responsibilities as assigned
• Ability to multi-task, stay focused, and self-manage
• Strong team orientation and customer focus
• The ability to thrive in a fast-paced environment where change and ambiguity are prevalent
• Excellent interpersonal skills and the ability to build relationships with your team and customers

Salary : From ₡1,500,000.00 per month

COVID-19 considerations: Face masks are strictly enforced on our premises.

Ability to commute/relocate:

• San Rafael, Provincia de Alajuela: Reliably commute or planning to relocate before starting work (preferred)

Experience :

• customer service (in a supervisory position): 3 years (required)

Language :

• English (required)