Retail Customer Service Manager Jobs

Job Title: Customer Service Manager - Retail Trade Company: unknkown Location: Jefferson City, MO Description: Our Client is the world s largest publisher and distributor of children s books and a leader in educational technology and children s media Position Summary Manage the Customer Service, Order Entry, Accounts Receivable and Credit and Collections departments which service our client Trade Division including Teaching Resources. Understand the Trade business, specifically the relationship between reps, buyers and the links from customer ship-to location to bill-to locations to group headquarters. Capacity planning, staffing planning needs for future years. Write manuals for procedures to be used in each of the areas managed. Create metrics for measuring performance and apply them. Work closely with our client IT to transfer Trade operations in-house. Order Entry Create and maintain process for accepting Trade customer orders, including working with other departments to ensure rapid delivery of Trade orders to the correct section. Manage and Train the staff who are: - Entering Trade customer orders, received by mail, email, fax phone and from sales reps - Monitor the throughput of orders, to make sure all orders are processed within 1 business day. Customer Service Agree and meet customer service targets. Work closely with Trade Sales to ensure customer have the best possible experience while interacting with our client. Organize and utilize call monitoring facilities to keep service levels high. Manage the staff and/or electronic systems (voice response etc) who are: - Responding to Trade customer calls on subjects including order status, inventory status, title publication schedules etc. This may include complaints as well as simple inquiries. - Train staff in the appropriate systems for determining this information, including the Oracle EBS system and the WMS system. Handle problem calls that their staff cannot handle. Accounts Receivable Supervise total accountability for cash within the department. Manage the Accounts Receivable staff who are: - Posting cash from manual checks against accounts receivable. - Applying cash from bank lockbox via Oracle AR procedures. - Issuing refunds. - Managing customer claims for non-delivery, damaged product etc. - Applying Coop Advertising deductions, having validated that they are approved by the sales rep. Credit and Collections Manage the C&C staff who are: - Analyzing the customers whose accounts are negligent. - Contacting those customers in a friendly but assured manner. - Working out payment plans with those customers, including allowing discounted payments. - Putting accounts on hold where necessary. - Letting sales and other departments know of accounts on hold. Requirements Minimum of 7 years experience in customer service, order processing, accounts receivable, and collections with knowledge of trade industry. Bachelor's degree required. Experience in publishing industry a plus. Managerial and supervisory experience in trade related field required Ability to work with all levels of management Strong interpersonal skills Ability to develop, write and implement strategic goals Advanced proficiency with MS Excel and Word Excellent written and verbal communication skills Knowledge of all retail metrics