Customer Satisfaction Manager

Summary:

Basic Purpose
Responsible for managing the activities of the Customer Satisfaction Department including the Team Leads, Customer Satisfaction Representatives, Expeditors and Claims Administrator.  By working closely with the Manager Customer Satisfaction Support, enable the Hain Celestial Group to provide the highest quality Customer Service supporting all business units and departments within Melville.

Location: New York (Melville, Long Island)

Essential Duties and Responsibilities
•Establish and maintain superior Customer Satisfaction for our Customers, Sales Team, and Brokers for all trade and special markets.  This includes overseeing sensitive orders, product allocations and general communications. 
•Implement an intensive CSR training program for new employees and refresher sessions for all to improve communications with Customers, Brokers and Sales Representative.
•Become the go to person for our Sales Representatives, Brokers and Customers for issues or opportunities that arise that go beyond the scope of a Customer Satisfaction Representative.
•Work with the Director of Customer Satisfaction and Information to improve the quality and flow of orders and information throughout the organization and shipping facilities.
•Hire, train and develop employees within the departments reporting directly to the Manager.
•Publish a weekly Out of Stock Report with the help of the Expeditors.
•Continue revising the department’s Standard Operating Procedures and ensure the direct reports follow the processes. 
•Execute Price increases and changes in product logistics with the direct reports and Customers.
•Maintain the Pricing Over-ride book.
•Handle new business integrations and mailings with the Manager Customer Satisfaction Support.
•Manage the claims process.
•Work with Quality Assurance when product tracing needs to take place.
•Handle customer and sales calls as required.
•Work with Sales, Warehousing and Transportation at end of quarters to ensure maximization of sales for the period.
•Support the month and quarter end requirements as requested by the Finance Department including sales cut off, pricing, deductions and claims. 
•Other duties as assigned by the Director.

Supervisory Responsibilities:
Customer Satisfaction Team Leads & Representatives, Order Expeditors, Claim Adminsistrator

Skills/Knowledge/Abilities
•5 Years Customer Service Background
•3 Years Minimum Management Experience including Supervision of a Customer Service Department
•College Degree (four-year school)
•Excellent organizational skills with strong attention to detail
•Good computer skills including Outlook, Excel and Word; AS400, Prism and Business Objects experience helpful but not mandatory.
•Good verbal and written communication skills, as well as problem solving capability
•Relevant past business experience.

If you meet the above qualifications you may apply by sending your resume with salary history to The Hain Celestial Group by clicking on the “Submit Your Resume” link below.  No phone calls, please.

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