Customer Service Manager

Acara Solutions is seeking a direct hire Customer Service Manager for a distribution service in Amherst, NY!

Salary: $75-90,000K, DOE

Schedule: 100% onsite, Monday-Friday

Responsibilities:

• Provide exceptional experiences to customers, vendors, and suppliers with specific questions, concerns, and inquiries through both phone and email.
• Assist with the order fulfilment process including working closely with customers and the associated departments of purchasing, operations, and sales to ensure delivery of customer orders on time.
• Work with the team to provide professional and accurate information to customers. Ensure all interactions (phone, email) are clear, succinct, and courteous.
• Keep the team informed of changes to lead times and pricing to help manage customer expectations.
• Consistently work to find more efficient ways to handle daily tasks. Listen to suggestions and work with the CS team to develop processes.
• Develop projects for the CS team to learn more about Client's top accounts - work to develop and grow those relationships.
• Monitor, maintain, and create Work Instructions for the department. Update as necessary with changes and improvements.
• Lead weekly Customer Service meetings as well as joint meetings with Operations department.
• Resolve customer related issues. Work directly with accounts as needed.
• Create custom reports for accounts that request weekly open order updates.
• Review orders on credit hold and escalate to Controller when necessary.
• Provide training as necessary on SalesPad, CRM, Excel, Microsoft Teams.

• Minimum of a High School Diploma or GED required
• Minimum of 3 years in a manager role
• Computer literate and proficient in Microsoft applications such as Word, Excel, and Outlook

• Experience from the Distribution or Manufacturing industry highly preferred
• Microsoft Dynamics and CRM system experience is preferred
• Product sales background is a plus