National Customer Service Manager

LOCATION: Chicago, IL
HOURS: Full Time, Exempt
REPORTS TO: Director of Customer Service & Technology.

In the summer of 2000, two entrepreneurs from the San Francisco Bay Area set out to give the cleaning category a much needed face-lift. Eric Ryan, a style and brand fanatic, enlisted the help of his high-school buddy Adam Lowry, a chemical engineer from Stanford University and method home care™ was born (www.methodhome.com). The goal was to evolve the household cleaner from an object that lives under the sink to a "must-have" counter-top accessory.

method's® first product line of five spray cleaners was such a success in test market that Eric and Adam quickly recruited a talented team to build the business. Industry experts from Williams Sonoma, and suppliers to The Gap, Bath and Body Works and The Limited rounded out the team.

method® believes that cleaning your home should also be a reflection of whom you are and how you want to live. method® is fresh aromas, innovative packaging, and a belief that the act of cleaning is not only the elimination of dirt but also the creation of a beautiful, pure and uncompromised environment.

The method® team has created great looking, great smelling and environmentally friendly products for the home. The products are marketed through the grocery and mass channels.


OPPORTUNITY TO MAKE AN IMPACT: The National Customer Service Manager is the key link between Customers’, Sales, & Finance. He / She will be involved in virtually every aspect of Customer Order Management. This is a pivotal role within Method- it is the key position that ensures accuracy and innovation remain a core competency

The National Customer Service Manager is responsible for the management of all Customer Service activities for method®. The manager will be responsible for leading the development of KPI’s for the Customer Service team and providing those metrics to the leadership team and other departments within method®.

Our National Customer Service Manager will ensure that we have flawless execution of customer orders. Collaboration is a key skill set for this position since it constantly requires a balancing act of meeting customer order demands and management of period costs associated with the processing of orders. The National Customer Service Manager will be a true Business Partner and will maintain ownership of the customer service team, but also be a partner to all functional groups to help develop solid business solutions to the unexpected challenges of a rapidly growing business. It is a unique position that offers incredible business stimulation, a variety of experiences, exposure to virtually every part of the business and interface with upper management at method® as well as our key vendors. It also allows for a tremendous amount of creativity, analytical and strategic skills development. Order management is the key to success here at method®, monitoring of orders, working with broker’s, sales director’s, and finance will be daily tasks in this role.
REQUIREMENTS
SPECIFIC ORDER MANAGEMENT JOB RESPONSIBLITIES INCLUDE:

oOversee import/entry of all sales orders/sample requests into ERP system. Manage a specific segment of customer accounts.
oConfirm order lead times are being met, advise sales director/supply chain managers when exceptions occur.
oInterface directly with Broker’s, internal directors of retail health and customers regarding open orders, Inventory changes, PO extensions, etc.
oProactively notify warehouse personnel when abnormal orders are received to ensure proper handling
oCommunicate with freight carriers when demand for shipment spikes to ensure adequate capacity
oResolve pricing issues on open orders prior to shipment to avoid delays in invoicing.
oManage returns of merchandise and disposal of damaged goods with carrier network and customers.


OTHER AREAS OF RESPONSIBILITY:

oMeasure teams’ performance and publish metrics throughout the year.
oAssist Sales and Supply Chain Teams with new customers and product launches.
oEffectively communicate with customers and sales team to obtain/ update pertinent account information.
oPro-actively inform customers of opportunity areas and suggestions to improve processes.
oCoordinate with various departments within method® to ensure customer satisfaction.

QUALIFICATIONS AND EXPERIENCE REQUIRED:
oBachelor’s Degree in Logistics or a related business field with a minimum of 3-5 years Management experience, 2+ years in customer service management, preferably in the consumer packaged goods industry.
oSolid understanding of sales and internal/external supply chain principles, processes, and systems to include order management, transportation, forecasting, and warehousing.
oExperience with, and a high level of comfort in, contact with the customer both at an everyday operational level as well as senior level.
oDemonstrated ability to lead and develop people.
oAbility to analyze data and assimilate relevant data into recommendations and decisions.
oHigh proficiency with computer systems and software applications.
oStrong communication skills required. Role entails facilitation of communication between Sales, Marketing, Finance, Product Development, and Operations.
oExperience as a manager with direct reporting responsibilities.
oDemonstrated ability to take charge and initiate action.
oAn understanding of the EDI ordering process is helpful, but not required.