Dean Foods

  • Customer Service Manager, Order Entry

    Job Locations US-TX-Dallas
    Requisition ID
    2019-14178
    # of Openings
    1
    Category
    Customer Service
    Education
    High School or Equivalent
    Relocation Assistance
    Available to Qualified Candidates
    Travel
    10-20%
  • Overview

    New_Full_DF_Line_Up.jpg

    Job Description & Requirements

    The Customer Service Manager leads the team that interacts with customers to provide information in response to inquiries and resolve customer complaints.  Additionally, the Customer Service Manager provides a direct point of contact to meet customer needs and works with several departments including Commercial, Operations, and Logistics.  Manages a team of employees performing customer service work within an assigned area.

     

    Core Job Responsibilities include, but are not limited to:

    • Manager world class customer success team, foster team culture of collaboration, client centricity, result oriented, and continuous learning.
    • Direct our Customer Service/Order Entry team, creating and executing a cohesive program strategy with tangible goals, performance and quality metrics
    • Motivate and lead a team of Customer Service Supervisors and associates to implement the strategy to the highest
    • Manage best practices and methodologies for successful Customer Service/Order Entry engagements throughout the customer lifecycle. Drive delivery and success of services across CommScope customers to ensure customer satisfaction
    • Ensure policy, processes, procedures, and controls designed are executed to facilitate the efficient operation of their assigned function
    • Work cross-functionally and cross-culturally to achieve company goals, objectives and benchmarks for customer satisfaction
    • Manage KPIs/metrics/ROI relative to any Customer Service/Order Entry investment made in our organization
    • Attract, retain, develop and motivate talent at all levels. Assist training manager with training needs for the team.
    • Serve as the escalation point for ongoing issues, manage projects to build or improve process/system that help CSMs monitor and anticipate customers’ needs and goals.
    • Monitor (Sales, Supply Chain, Finance) and external Customer Experience and develop plans to address any areas needing improvement
    • Create a customer experience that will drive world class retention and advocacy
    • Leverage data to identify trends in customer satisfaction and financial growth strategies;
    • Escalation process to resolve customer complaints, questions, and concerns
    • Owns and manages all customer communications or escalations pertaining to new and existing orders. Provides order status and drives timely resolution on behalf of the customer.
    • Actively manages all service activation elements of customer orders from order entry through delivery.
    • Communicates order status to customers via conference call, emails and phone calls.
    • Addresses customer requests, complaints and issues regarding their service order and delivery in a timely manner.
    • Assists with escalations pertaining to a new customer install or disconnect, providing customer order status and/or related issues and drives timely resolution on behalf of the customer.
    • Manage customer success activities against defined KPIs. Strive for continuous improvements by adopting industry best practices.

     

     

    Job Requirements:

    • 5+ years of dynamic experience in customer experience & management
    • Bachelor’s Degree preferred
    • Proven experience of planning, organizing and managing a large-scale customer service transformation project in comparable B2B and B2C environment
    • Experience with Customer Services in the areas of vision, strategy, leadership, team work, communication and spirit
    • Strong understanding of Customer Service processes, including training, quality assurance, workforce management, etc.
    • Experience in managing large virtual teams preferred
    • Exceptional execution skills and the ability to think big
    • Experience with state of the art CRM systems
    • Flexibility with the ability to quickly adjust to new demands
    • Strong communication skills including experience effectively communication with executive leadership
    • Great mediation skills, ability to manage escalations and resolve conflicts. Strong prioritization and problem-solving skills, including issue tracking, triaging and crisis management. Innovative, passionate, self-propelled and results-driven leader with a "can do" attitude
    • Team-player: proven ability to work across functions such as Sales, Product Management, and Engineering

    EEO Statement

    Dean Foods considers marijuana (including medical marijuana) to be an illegal drug. Dean Foods will rescind offers of employment to applicants who test positive for marijuana (unless restricted from doing so by state or local law). Dean Foods is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, citizenship, disability or protected veteran status.

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