Customer Service and Shipping Manager

GENERAL SUMMARY OF POSITION :

The Customer Service and Shipping Manager is responsible for supervising the Customer Service and Logistics department, managing both order fulfillment and customer relations. This position will serve as the central hub for coordinating with Sales, Production, Accounting, and Administration departments to ensure timely deliveries, accurate communication, and customer satisfaction.

CORE & ESSENTIAL : TASKS :

• Lead, mentor, and develop a high performing Customer Service and Shipping team
• Design and implement appropriate business structure to ensure effective and efficient operations that deliver the highest quality service to diverse customer base
• Develop continuous improvement processes for distribution and logistics
• Optimize material flow and supply chain between plants and customer locations nationally and internationally
• Provide customer relationship management, professional service leadership and customer communications to enhance our relationships with customers
• Coordinate with Production on lead times, backorders, and fulfillment capacity
• Develop freight damage corrective action plan for implementation
• Communicate with Accounting regarding invoicing, credit holds, and payment issues
• Less-than-truckload and parcel tracking and notification process implementation
• Work closely with Sales to understand customer expectations and special requirements
• Partner with Information Technology Department to bring forth new technology solutions for internal and external customers that optimize the customer experience
• Assume responsibilities for project management or special team assignments as required to support new sales growth initiatives, product launches, system enhancements, or key customer programs
• Ensure shipping documentation accuracy (BOL's, packing slips, tracking numbers, etc.)
• Maintain and improve internal Standard Operating Procedures for customer service and shipping functions
• Schedule delivery appointments for all orders
• Work with our transportation providers to track deliveries and ensure on time delivery
• Schedule material returns and file freight claims
• Interface with Administration to support documentation, reporting, and compliance needs
• Communicate shipping delays to customer service and delivery contractors
• Implement best practices, KPI's, and continuous improvement initiatives
• Generate and present performance reports to senior management
• Provide customer service with freight quotes when requested
• Discuss shipping requirements with contractors and sales reps for jobsite deliveries
• Maintain an organized workflow to meet strict deadlines and communicate with transportation providers
• Act as a liaison between customer service, manufacturing, and outside contractors
• Monitor workload and ensure appropriate staffing / resources are available and develop appropriate contingency plans as required
• Effectively manage the Customer Service Department budget and identify ways to increase productivity and efficiency across the teams
• All other duties as assigned

QUALIFICATIONS & SKILLS :

Must possess 5+ years of management experience with previous experience in Customer Service and shipping / logistics preferred. Experience in manufacturing or distribution environment is preferred. Certificate for Lean or Six Sigma is a plus. Proven leadership experience managing a team in a fast-paced environment. Strong understanding of supply chain, order fulfillment, and customer service processes. Demonstrated aptitude for problem-solving; ability to determine solutions for customers. Familiarity with international shipping, freight, and compliance regulations. Must be results-orientated and able to work both independently and within a team environment. Must possess excellent verbal and written communication skills. Proficiency in using ERP systems and Microsoft Office Suite applications is required; experience with Quickbooks and / or NetSuite a plus. Adherence to health and safety regulations (e.g. use of protective gear). Driving is a requirement for this position. Therefore, must have the ability to travel domestically via operating a motor vehicle and maintain a valid driver license and driving record which is acceptable to our insurance provider. Must have a vehicle in good working condition and ensure it meets all safety, insurance, and legal requirements. The ability to travel by plane and / or overnight travel may also be required.

EQUAL OPPORTUNITY EMPLOYER :

The company is an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, national origin, ancestry, military status, veteran status, marital status, gender identity or expression, transgender status, citizenship, sexual orientation, age (40 and older), disability (except where the disability prevents the individual from being able to perform the essential functions of the job and cannot be reasonably accommodated) or any other legally protected characteristic under federal, state or local law.