Customer Service Manager

*Job Title: *Customer Service Manager *Location: *Waco, Texas; On Site *Department:* Sales *Reports to:* Chief Commercial Officer (CCO) *Summary:* The primary responsibilities for the Customer Service Manager (CS Manager) are to oversee and ensure the delivery of excellent customer support for both our retail partners and our external and internal sales team.
This involves supervising a team (in the future), setting service standards, resolving escalated issues, implementing strategies to enhance customer satisfaction, and continuously improving processes to efficiently meet customer needs.
*Essential Duties and Responsibilities:* (Other duties may be assigned on an as-needed basis) * *Maintaining Brand Image:* Ensure that the customer service team embodies the brand’s values, voice, and standards in all interactions with wholesale clients.
* *Manage day-to-day customer service communications* with the account base as needed.
* *Responsible for managing maintenance and all aspects of the order file*.
Reviewing B/O orders, orders that need to ship, allocation issues, cancel date reviews, etc.
* *Provide exceptional service* and maintain positive relationships with internal and external customers.
* *Effective Order Management:* Oversee order processing, tracking, and fulfillment to guarantee timely and accurate deliveries for wholesale clients.
Track cancels, markdowns, RTVs, order adjustments.
* *Handling Inquiries and Resolving Issues:* Manage wholesale client inquiries promptly and efficiently, resolving any issues related to orders, deliveries, or product inquiries to maintain strong business relationships.
Support in Managing SMU/SPO process - CAD requests, submit to Monday boards, confirm pricing, etc.
* *Oversee EDI sales order processing in 3rd party software* to ensure all sales orders are executed and invoiced accurately and timely within the 3rd party EDI software.
* *Oversee the price ticket order process with 3rd party ticket vendors.
* * *Work with Warehouse Manager* on the allocation and flow of sales orders to ensure proper labor planning in the warehouse for the large key account orders when needed.
* *Create and deliver chargeback analysis* and sales reports to management.
* *Leading and developing the customer service team*, providing training, guidance, and support to ensure they deliver exceptional service aligned with the brand’s values and goals.
* *Internal and external sales team support* on day to day needs.
*Skills and Education:* * 2–4 years of prior customer service/sales or buying experience * Rapport building/customer service * Excellent verbal and written communication skills * Time management skills are a must * Strong analytical and critical thinking skills * Proficient in MS Excel, Keynote/PowerPoint, Google Suite; NetSuite is a plus * Detail-oriented * Self-directed, motivated, and positive *Job Type:* Full-time *Location: *Sendero HQ, Non-Remote *Benefits: *Included*, *Waiting period may apply *Schedule: *Standard work day, Monday through Friday Please visit our corporate website at www.
senderopc.
com for more information.
Sendero Provisions Co.
, LLC is an Equal Opportunity Employer Job Type: Full-time Pay: $45,000.
00 - $65,000.
00 per year Benefits: * Flexible schedule * Retirement plan Experience level: * 2 years Weekly day range: * Monday to Friday * Weekends as needed Work Location: In person