Customer Service Manager

Description

Fjords' philosophy is to find the combination between tradition and innovation, the point where yesterday’s knowledge meets modern technology, where people believe in what they are doing and the products are created with as much commitment and pride as in 1941; when Fjords first began its modest cellar premises in Norway.  Today we are a company with market shares in five continents and have been a leading Norwegian furniture manufacturer for over 80 years. 

We're currently looking for a Client Service Manager.  This is a full-time on-site position reporting to the President. Responsibilities include: 

• Assigns, directs, and monitors the work of the Customer Service staff so that work is completed within company procedures and guidelines
• Demonstrated ability to effectively plan, organize and delegate work assignments within area(s) of responsibility.
  Answers questions and recommends corrective services to address customer problems/issues
• Keep records of customer service requests and problems/issues, recording details of inquiries, complaints, or comments, as well as actions taken.
• Files customer claims generating relevant documentation in a timely manner
• Process orders and credit notes for dealer accounts
• Maintaining system and process accuracy through an extensive multi-system checks-and-balance research process
• Review and resolve discrepancies within complex customer accounts and ensure associated inventory movements are performed with accuracy
• Sustain working knowledge of all procedures and policies for system interface and customer account management in Zoho and Microsoft Dynamics AX
• Audits processes for providing customer and personal services. This includes assessment of customer needs, meeting quality standards for services, and evaluation of customer satisfaction procedures.
• Contact customers to ensure that appropriate changes are made to resolve problems or to notify them of claim investigation results or adjustments.
• Obtain and examine all relevant information to assess validity of complaints and to determine possible causes
  Recommend improvements in products, packaging, shipping, service, or billing methods and procedures to prevent future problems.
  
  
  email resume:[email protected] 

Requirements

5 years of experience in a customer service-related environment with at least 3 years in a Supervisor role. 

Demonstrated ability to effectively interact with individuals and groups    

Excellent verbal and written communication skills. 

Excellent presentation skills. 

Experience with Zoho and MS Dynamics AX a plus 

Manufacturing or Warehouse background is also plus 

 This is a full-time exempt position reporting to the President.