Position Summary: The Order Processor and Customer Service Manager will play a crucial role in overseeing all aspects of order preparation, logistics, shipping, and customer service. The ideal candidate will have a strong background in customer service management within the wholesale industry, preferably in furniture and home décor. They will be responsible for managing a team, ensuring efficient order processing, and maintaining excellent communication across departments.
Key Responsibilities: • Oversee and manage all order processing and logistics to ensure timely shipping and delivery. • Manage and resolve customer and shipping issues promptly, ensuring customer satisfaction. • Work closely with the product development, purchasing, IT, and accounting departments to facilitate smooth operations. • Utilize advanced Excel skills (VLOOKUPs, pivot tables, XLOOKUPs, and formulas) to manage and analyze data efficiently. • Maintain open lines of communication with the sales department regarding shipping containers and order statuses. • Monitor and manage the open orders report, proactively identifying and resolving discrepancies. • Delegate tasks and design daily planning initiatives for a team of at least 6 employees. • Ensure quick turnaround for urgent emails and customer communications. • Stay updated on shipping statuses, invoicing, and manage logistics-related challenges. • Collaborate with cross-functional teams to develop and implement solutions-based strategies.
Collaborate with sales, marketing, and IT to create and set up sales incentives on all order platforms.
Establish, communicate, and enforce sales incentive terms and policies.
Generate sales reports for the CEO's and Sales Managers to review sales performance.
Generate best seller reports for the CEO's and sales managers to review item performance.
Review and upload customer routing guides and customer programs to our ERP system to ensure accurate processing.
Work closely with Sales Mangers to assign customer accounts and orders to designated sales representatives and order processors.
Train new department team members as well as existing team members whenever new processes are implemented.
Qualifications: • 3-5 years of experience in customer service management, with a proven track record of managing a team of at least 6 employees. • Proficiency in Excel (VLOOKUPs, pivot tables, XLOOKUPs, and formulas) is required. • Background in wholesale, with experience in the furniture and/or home décor industry preferred. • Strong knowledge of shipping, logistics, and order processing. • Experience with ERP and EDI systems is a must. • Excellent problem-solving skills and a solutions-based approach. • Ability to work under pressure and manage urgent tasks efficiently. • Exceptional communication and interpersonal skills. • Bachelor's degree in Business Administration, Logistics, or a related field preferred.
What We Offer: • Competitive salary and benefits package. • Opportunities for professional growth and development. • A dynamic and supportive work environment.