Manager Customer Service will support the need of the Company’s clients and customers while managing/supporting associates to fulfill Company’s standards/objectives.  This position will be responsible for creating and maintaining valuable relationships, services and solutions.

Essential Duties:

Reporting Analytics

• Accountability for accuracy of daily sales, orders on hold, reconciled reports, canceled order reports, ordering counting reports
• Monitors, reviews and presents scorecards to clients.

Order Management

• Enters and processes accurate and timely orders by utilizing EDI and order requirements.
• Ensures accurate entry through knowledge of client’s items/policies/pricing for proper delivery to the customer.
• Managing Amazon Vendor Central (delivery labels and ASN’s)

Invoice Reconciliation & Supply Chain Deductions

• Reconcile orders by matching invoices with orders to ensure accuracy of information.
• Assists in obtaining delivery support from clients warehouse/transportation providers
• Review and process the validation of pricing, overages, shorts, damages and customer supply chain fine deductions (on time delivery and service level fines). Support the recovery of any invalids from Customers

Client and Customer Interaction

• Assist in meeting company and client objectives by understanding sales volume, profitability and incremental growth opportunities for each brand.
• Ensure customer and client satisfaction by proactively seeking input, recommending solutions, and solving problems through independent thinking.

Other

• Provide back-up support to the Advantage Customer Service team
• Lead and support projects that reduces overall service delivery cost for the client, while driving efficiency 

Supervisory Responsibilities

Direct Reports

- This position does not have supervisory responsibilities for direct reports

Indirect Reports

- May delegate work of others and provide guidance, direction and mentoring to indirect reports

Travel and/or Driving Requirements

- Travel and Driving are not essential duties or functions of this job 

- Travel up to 5  %

Minimum Qualifications Minimum Qualifications The following are the minimum job-related qualifications which an individual needs in order to successfully perform the essential duties and responsibilities of the job

Education Level: (Required): Bachelor's Degreeor equivalent experience

Field of Study/Area of Experience: 3-5 years of experience in customer service experience, preferably within the cpg industry

Skills, Knowledge and Abilities

• Ability to work as a team player in a fast-paced environment.
• Strong data entry skills.
• Excellent written communication and verbal communication skills
• Strong computer skills including proficiency with Microsoft Word, Excel, PowerPoint, Access, Outlook, and web-browsers
• Well-organized, detail-oriented, and able to handle a fast-paced work environment
• Mathematical and analytical skills
• Demonstrated ability to provide cross-functional leadership
• Ability to complete multiple duties with accuracy shifting from one to another with frequent interruptions and competing deadlines
• Good interpersonal skills
• Excellent customer service orientation

Environmental & Physical Requirements

Office / Sedentary Requirements

Incumbent must be able to perform the essential functions of the job.  Work is performed primarily in an office environment. Typically requires the ability to sit for extended periods of time (66%+ each day), ability to hear the telephone, ability to enter data on a computer and may also require the ability to lift up to 10 pounds.

Additional Information Regarding ASM Job Duties and Job Descriptions

Job duties include additional responsibilities as assigned by one’s supervisor or other manager related to the position/department. This job description is meant to describe the general nature and level of work being performed; it is not intended to be construed as an exhaustive list of all responsibilities, duties and skills required for the position. Advantage Solutions reserves the right at any time with or without notice to alter or change job responsibilities, reassign or transfer job position or assign additional job responsibilities, subject to applicable law.  Advantage Solutions shall provide reasonable accommodations of known disabilities to enable a qualified applicant or employee to apply for employment, perform the essential functions of the job, or enjoy the benefits and privileges of employment as required by the law.

Any estimate, schedule, or guideline provided to associates in this job description or elsewhere in connection with their jobs is only intended to help describe job duties and for planning purposes.  Regardless of any such estimate, schedule, or guideline, associates must always record all time worked for our company (which includes but is not limited to on-site work time in an assigned store, office, or other work location; required waiting time; administrative time; and work-related travel time).