Customer Operations Manager (118) Omaha, Nebraska


Position Summary: 

The Customer Operations Manager will be r esponsible for managing the Customer Operations department to provide customer focused operational support. Achieves the established departmental business plan by maintaining and enforcing sales and customer operations policies and procedures within the department. Oversee customer specific service requirements, communicating appropriately throughout the organization to ensure proper order fulfillment. Focus area for imports/exports documentation. Oversees customer oriented metrics for weekly issues resolution with operations, providing the highest degree of consistent, quality service levels. Leads development, coaching, and performance management of assigned staff.

 

Position Responsibilities:


Provides the means for all customers to receive timely service on their accounts, to handle service failures in a prompt and efficient manner, and to monitor regularly the level of “customer satisfaction” achieved based upon established service programs.

Manages the achievement of assigned performance measures.

Monitors customer operations associates execution of orders for timeliness and accuracy including product and pricing.

Handles customer order issues including identification of issue, review with plant production, quality, customer/sales personnel, and solution implementation.

Interacts on a daily basis with all functional departments to ensure timely and accurate execution of orders.

Coaches customer operations associates on troubleshooting and optimal phone performance.

Maintains policies, procedures, and appropriate controls including issuing product returns, credit memos and tracking customer complaints and approved requested invoice adjustments.

Interact on a daily basis with all functional departments to ensure timely and accurate execution of orders.

Facilitates customer complaint processes and raises visibility of issues to other departments for collaborative resolution.

Interacts on a daily basis with all functional departments to ensure timely and accurate execution of orders.

Coaches customer operations associates on troubleshooting and optimal phone performance.

Maintains policies, procedures, and appropriate controls including issuing product returns, credit memos and tracking customer complaints and approved requested invoice adjustments.

Interact on a daily basis with all functional departments to ensure timely and accurate execution of orders.

Facilitates customer complaint processes and raises visibility of issues to other departments for collaborative resolution.

Communicates with customers/sales personnel on any order fulfillment issues.

Conducts Performance Management sessions with direct reports including: performance coaching and evaluation, goal setting, and development plans.

Involved in the interviewing, hiring, development, and succession planning for assigned employees


Position Qualifications:


Experience at working both independently and in a team-oriented, collaborative environment is essential

Must be able to learn, understand, and apply new technologies

Ability to effectively prioritize and execute tasks in a high-pressure environment is crucial

Demonstrated experience in personnel management

Ability to read communication styles of team members and contractors who come from a broad spectrum of disciplines

Strong written and oral communication skills

Customer service skills an asset

Strong interpersonal skills

Ability to elicit cooperation from a wide variety of sources, including upper management, clients, and other departments

Can conform to shifting priorities, demands and timelines through analytical and problem-solving capabilities

High comfort level working in a diverse environment

Bachelor’s Degree in Business or other related field required


 

Olam Spices and Vegetable Ingredients provides equality of opportunity for all persons with respect to hiring without discrimination on the grounds of race, color, religion, national origin, gender, pregnancy, age, disability or sexual orientation.

 
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