Job Posting Overview As the Customer Service Manager, this role will have a passion for processes that assist our sales and operations teams. The Customer Service Manager will be a natural problem solver. The Customer Service Manager will be expected to resolve issues and determine the best course of action and drive to resolution. This role is the main point of contact with one of our largest clients as it relates to all orders and customer service issues for this client. This role is responsible for ensuring a strong and healthy relationship between the company and the Company's Service Delivery Center (CSDC) and that the services delivered by the CSDC meet the needs of the business, our clients and customers. Responsibilities + Communicate daily with client contact on orders and customer service issues. This role will be the main point of contact for the client on all inquiries. + Lead team members in customer service to handle order processing and customer service to process and in a timely and accurate way. + The Customer Service Manager will support, train and mentor team members to complete various initiatives for the department. + Pull and analyze reporting to measure performance against service level agreements and client expectations. + Create and manage applicable reporting for leadership team internally and externally measuring order management and customer service in a standardized dashboard. + Facilitate a weekly review and management of service tickets from internal database as well as untouched orders from eXbridge. + Manage the order processing and customer service process. + Communicate and collaborate with the rest of the client team to insure process efficiency and to reduce issues. + Facilitate order management(process order intake, input into internal systems) by working with cross functional teams. + Be an expert on company's process and the client's business. + Review percent of orders falling out and look for trends to resolve and improve. + Troubleshoot order issues in a quick and efficient manner. + Anticipate, identify issues and initiate actions to ensure orders are processed timely and efficiently. + Drive business process improvements with the goal of creating a best in class order management process. + Communicate with customers regarding order errors as needed. + Key contact for both internal and external inquiries responding promptly, courteously and effectively. + Work with operation's team to understand and communicate commitments and status to customers. + Participate in discussions about upcoming business needs which requires frequent and thorough interaction with other functions + Prepare and distribute weekly status and metrics reports + Ad-hoc reports and projects as required This job description does not imply that the above functions are the only tasks that may be performed. Individuals will be expected to follow any other job-related instructions and perform any other job-related tasks as directed by management. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties. _Responsibilities With Regard to Workers' Compensation Claims:_ You are responsible for reporting all employment related injury claims to the insurance carrier or applicable state fund within 24 hours of notice of the incident by your employee. You are responsible for reporting any employment related injury you incur to your direct supervisor as soon as possible following an incident resulting in an injury. Qualifications _Education/Experience_ : A fundamental understanding of the "opportunity to order" process with specific expertise and a minimum of 2 years of experience in Order Management. _Specific Skills:_ + Customer support experience + Impeccable follow-through + Excellent organizational and analytical skills + Strong attention to detail, critical thinking skills, and project management skills with the ability to manage multiple projects and tasks + Strong communication and interpersonal skills, self-motivated and able to work in a fast-paced team environment + Strong prioritization skills _Computer Skills:_ Aptitude for numbers with expert skills working with Microsoft Excel, Word and using required systems _Physical Demands:_ While performing the duties of this job, the employee is regularly required to: sit, stand, walk, talk, hear, use hands to finger, handle or feel, reach with hands and arms and use hands and fingers to operate a computer. Specific vision abilities required by this job include close vision requirements due to computer work, distance vision, depth perception, and ability to adjust focus. Exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects. _Supervisory Responsibilities_ : This role may have direct reports _Work Environment_ : Office Environment. _Language Skills:_ English is the primary language skill; however, bilingual skills may be required based on business necessity.