Customer Service Manager in Phoenix, AZ at Volt

Date Posted: 12/7/2019

Job Snapshot

  • Employee Type:
    Direct Hire
  • Location:
    Phoenix, AZ
  • Job Type:
  • Duration:
  • Date Posted:
  • Job ID:
  • Contact Name
    Volt Branch
  • Phone

Job Description

Our client is looking for a Customer Service Manager for their Phoenix Distribution Center.

Principle Duties:

  • Interact with the Site Development team on all upcoming studio openings, including the monitoring of business unit portals for upcoming new studio launches and reach out to franchisee(s) accordingly.
  • Serve as lead in constructing studio grand opening orders utilizing product including:
    • Processing payments, scheduling deliveries and resolving issues with franchisees and associated staff, general contractors and service companies as necessary to set new studios up for success from opening date.
    • Contact vendors concerning cancellations, changes and estimated ship date as needed.
  • Maintain and create customers in NetSuite and Oracle 
  • Working with the Director-Warehouse Operations, create and/or manage departmental policies and procedures to support the department.
  • As requested, assist in the development of reporting mechanisms for customer satisfaction.
  • Monitor daily order processing to assure customer satisfaction. Process any incoming drop ship PO’s.
  • Identify recurring issues and trends and collaborate with appropriate stakeholders to resolve them.
  • Investigate, manage and solve customer complaints through the department’s staff.
  • Supervise the process of warranty and returns, minimizing the process duration.
  • Assist in the collections of account balances and other accounting tasks as assigned (Issue credits and debits as needed and notate in Credit Log. Apply open credits to orders prior to invoicing. Apply payments for opening orders to corresponding invoices and record in Grand Opening Spreadsheet).

Key Skills Needed to Perform Job: 

  • Ability to communicate courteously with customers by telephone, email, letter and face to face to resolve their issues with transactions and Net Suite orders.
  • Excellent problem-solving and organizational skills, and attention to detail.
  • Ability to build and maintain strong relationships with both internal and external customers.
  • Understanding of financial impacts on decisions made.

Experience and Qualifications:

  • Minimum of two years in a customer service related function
  • Six years of work experience
  • Bachelor degree preferred but candidate customer service experience will rank higher
  • Strong sense of urgency and entrepreneurial spirit
  • Ability to think independently and take initiative
  • Ability to remain flexible and have things “role off your shoulder” in a constantly changing environment and timelines