Manager, Customer Service

Imagine a career where you can advance yourself in a privately held company that is growing rapidly and best in class in many industry metrics. Work with a company that is big enough to matter in the competitive landscape of bottled water, yet small enough to value the customer and the employee. 

Premium Waters, Inc., is looking for a Customer Service Manager to join our team in the Kansas City Area. This is a rewarding position with plenty of diversity in the work day. You will never have the same day twice. Feel good knowing that you are involved with products that people look forward to receiving, making this a fun job interacting with customers that love our products -and are proud to sell them in the market. Enjoy a family-friendly environment where your successes, safety and well-being are of the utmost important to the company and it's success, and where you ideas will be heard! 

General Overview: 

The Manager of Customer Service is responsible for ensuring that customer orders are managed at the highest level at all times. Duties include supervising and managing the customer service team, training staff members to provide the highest standards of customer service and ensuring that all company policies are followed. Additional tasks comprise of handling customer inquiries and resolving customer problems.

Benefits Include: 

• Medical and Prescription Drug with a Company Vision Program
• Dental
• A generous PTO program
• Paid Parental Leave
• Gym Reimbursement Program and Company Paid Wellness Coach
• Online Virtual Care
• Company Paid Life Insurance for Employee, Spouse, Children
• Company Paid Long and Short-Term Disability 
• Company Paid Employee Assistance Program
• Flexible Spending Account
• Education/Tuition Reimbursement Program
• 401(K) – Company Match 100% up to 4%
• Bereavement Leave
• Volunteer Time Off Program
• Holiday Pay
• Employee Water Program – Free Water
• Referral Bonus
• Daily Pay
• Onsite wellness coaching and physical therapy

Qualifications:

• Bachelor’s degree or equivalent experience
• 5 years supply chain experience.  
• Minimum of 2 years of manufacturing experience with a beverage, food or liquid consumer products manufacturer preferred.
• Previous supervisory experience
• Strong facilitation, organizational, and communication skills (oral and written), strong computer skills.
• Effective negotiation skills with the ability to listen
• Positive Attitude with the ability to Multi-task
• Ability to work independently, self-starter, energetic

Essential Functions:  

• Measure PWI’s performance to customer expectations
• Train Customer Service teammates. 
• Provide exceptional service to the customer through timely and accurate communication.
• Handle escalated customer service issues with Customer Service Account Specialists. 
• Oversee Customer Service department teammates and processes to include the following:
  1. Proactively communicate the status of all open orders to the customer. 
  2. Develop the daily load plan, schedule and track all loads for customer
  3. Facilitate problem resolution for any order not meeting customer needs.
  4. Manage customer orders from time of receipt to delivery.
  5. Work with transportation carriers.
  6. Process EDI and non-EDI orders, ensuring all relevant information is present and accurate.
  7. Setup and maintain customer information in the ERP software system.
  8. Work closely with sales to understand and execute the customer plan.
  9. Work with production planning and transportation at multiple facilities to ensure orders are filled in full and on-time.
  10. Learn to utilize multiple customer systems as required.
  11. Create/Maintain customer order forms.
  12. Required to work closely with accounts receivable teammates and processes. 
• Some travel required.

Essential Skills:

• Understand financial information so it can be communicated to all parts of the organization. 
• Positive can do attitude person. Must be flexible to adapt to changes in workload.
• Meets deadlines and maintain a high level of accuracy and confidentiality in a fast-paced teamwork environment.
• Good interpersonal oral and written communication skills.
• Ability to work independently and simultaneously on multiple projects.
• Knowledge of administrative and clerical procedure and systems such as word processing, managing files and records, designing forms, and other office procedures and terminology.
• Knowledge of the structure of the English language including reading, writing, and oral comprehension and oral and written expression.
• Knowledge of principles and processes for providing customer service. This includes customer needs assessment, meeting quality standards for services, evaluation of customer satisfaction, and actively looking for ways to help people.
• Ability to consider the relative costs and benefits of potential actions to choose the most appropriate one.
• Ability to use logic and reasoning to identify the strengths and weaknesses of alternative solution, conclusions or approaches to problems.
• Ability to remain current on changes to industry and regulatory standards.
• Ability to identify complex problems and reviewing related information to develop and evaluate options and implement solutions.

Non-Essential Job Duties

Will perform other related work as required.

In the absence of this employee, the direct manager or appointee will cover responsibilities.

Work Environment:

Majority of work is performed in an office setting with a controlled environment. Some exposure to plant and manufacturing locations. A hybrid schedule of in-office and remote work is possible, following the initial training and onboarding period.