Customer Service Manager

John Kelly Chocolates Job Description

Job Title: Customer Service Manager

Reports to: General Manager

Weekly Hours: 40 hrs./week + overtime as needed

Department: Customer Service

Date: 5/12/2020

Position Overview:

This is a full-time position Managing our Customer Service department, with additional responsibilities for inside sales. This position is a part of a growing company with opportunity for growth and upward mobility.

John Kelly Chocolates is an artisan chocolate company established in 2004 and based in Hollywood, California. Our award-winning chocolates are sold nationally in hundreds of retailers, from luxury hotels to prestigious wineries and gourmet food stores. We also have significant online sales, as well as two retail stores. And we have a thriving corporate amenity business, including financial services and Hollywood entertainment companies.

This is a critical position for our company, since this person will be responsible for communicating with all types of customers and handling their customer service needs. There will be communication with customers every day via phone and email, therefore an excellent phone manner and superior writing skills are required.

This person will also be responsible for inside sales. When new customers contact us, this person will speak to them first and help them to understand our product and our company, with the goal of moving them closer to placing an order. There will be follow-up required with sales leads as well, meaning more communication, samples, or information that will help close a sale. For larger orders, this person will have assistance in closing the sale, or will turn the sale over to the General Manager, supporting them as necessary. In order to be effective, this person will be expected to understand our product line very well, in order to customize sales information to specific customers, whether it be written or verbal.

Principal Duties and Responsibilities:

• Manage our Customer Service department/office and its employees, ensuring procedures are followed, deadlines are met, and service levels are maintained.
• Act as the first point of contact for most customers, being the voice that represents John Kelly Chocolates.
• Determine customer service requirements by maintaining contact and following up with customers.
• Capture sales by responding to all inquiries through email, phone, and website, with following up when necessary.
• Work fast and efficiently, with a high attention to detail.
• Ensure that all orders are accurately input into QuickBooks.
• Work closely with Production Department to coordinate and prioritize orders for wholesale and retail customers.
• Confirm all orders and anticipate customer needs.
• Investigate customer complaints and find solutions by problem-solving.
• Escalate customer concerns when necessary.
• Contact wholesale customers that are past due on invoices.
• Plan, prioritize and delegate work tasks to ensure proper functioning of the department.
• Oversee various aspects of the office including ordering office supplies, filing, and organization.
• Effectively interface and coordinate among other departments, stores and employees.
• Help to create a positive office culture.
• Maintain composure during high volume periods, and work well under pressure.
• Supervise a Customer Service Coordinator

This person must be dependable daily and have reliable transportation. Normal business hours are Monday through Friday, 9:00am to 5:30pm and with a regular week consisting of 5 workdays. There will be mandatory overtime involved during busy periods, including after hours and weekends. The busy period usually runs from Valentine’s Day to Mother’s Day, and from September through December.

Please note that all employees go through a 90-day trial period during which they are trained in the various parts of the job.

Supervision Received:

Supervision is provided by the General Manager. Position requires ability to perform with minimal supervision and interruption. Communication with management as well as all staff is key.

Qualifications & Skills:

Education: High School Diploma or GED, Bachelor’s degree or higher a plus

Experience:

-Minimum 5 years in Customer Service

-Minimum 3 years Managing other employees

Skills:

• Excellent communication (written and verbal), people management and interpersonal skills
• Extensive computer skills with working knowledge of Microsoft Office products
• Basic QuickBooks knowledge a plus
• Deductive reasoning skills and creative thinking
• Verbal and written English proficiency required
• Prior experience working with luxury goods a plus

** To comply with regulations by the American with Disabilities Act (ADA), the principal duties in job descriptions must be essential to the job. To identify essential functions, focus on the purpose and the result of the duties rather than the manner in which they are performed. The following definition applies: a job function is essential if removal of that function would fundamentally change the job.

Job Type: Full-time

Pay: From $50,000.00 per year