Customer Service Manager in West Seneca, NY

Sonwil Distribution Center Posted: 2021-07-13

West Seneca, NY 14224

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Sonwil Distribution is avidly seeking an Customer Service Manager to join our growing team!! A Customer Service Manager will be responsible for managing a team of Account Representatives handling Warehouse Clients.

One will be responsible for a full range of activities which aids in operational effectiveness and excellence within the warehousing & fulfillment operations.
A Manager will be dedicated to provide general relationship management, technical assistance, and customer support to the client, this position is responsible for maintaining and enhancing client services by organizing and evaluating service and delivery systems and procedures; supervising staff.


Maintains excellent working relationships with client by responding to escalated inquiries and complaints concerning orders, invoices, shipments, inventory counts, etc. in a professional, courteous and efficient manner
Maintains ongoing, positive relationships with client, customers and operations and actively communicates any order management issues
Overseeing and assessing customer service staff activities, and providing them with regular performance-related feedback
Strategizing and monitoring daily activities of customer service operation for aid in directing and prioritizing tasks and responsibilities
Develops and maintains an effective training program for all Account Representatives ensuring policies, procedures, and effective communications are mastered by all department employees
Collaborate with Billing Representatives to ensure accurate and timing invoicing of clients for services rendered
Point person to coordinate onboarding activities for new clients with Sales, Operations, and IT
Responsible for creation and maintenance of Master Data (SKUs, Vendors, NMFC codes) to ensure customer records are accurate and order entry is not delayed
Responsible for all system set up work for new client account - account creation, report subscriptions, and procedural reviews
Develop and maintain electronic document management system for critical paperwork retention
Other Duties and Specialized Functions

Continuously evaluate and identify opportunities to drive process improvements that positively impact client and the company
Research, prioritize and resolve clients’ requests
Assist Account Representative staff with duties where required
Reports customer feedback to senior management, including any signs of customer dissatisfaction
Maintain a balance between company policy and client benefit in decision making
Responsible for utilizing and maintaining proprietary as well as commercial applications (i.e.: Sonwil Billing System, Sonwil Scheduler, Web Portals, and Outlook Calendars).
Provide support with other miscellaneous projects, filing and research

Experience and Skills
Proven team player with exemplary interpersonal skills
Ability to translate your skills to other employees through training and mentoring
Strong organizational skills with exceptional verbal and written communication skills
Ability to exercise strong judgment and interpretation of customer request
Ability to troubleshoot customer issues and coordinating with various internal departments
Ability to successfully interact with all levels of customers, transportation carriers and vendors
Must be detailed oriented and able to handle multiple tasks simultaneously
Prior experience working in a Third Party (3PL) Distribution Center, Ecommerce, Wholesale Fulfillment, Value Added Services with a working understanding of Vendor Compliance is preferred.
3-5 years in a supervisory/managerial role preferred
High proficiency with MS Office (Excel, Word, Outlook)

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