Job Description

Primary Function:

• Improving customer service experience, engage customers and facilitate organic growth
• Setting a clear customer service mission and deploying strategies focused towards that mission
• Manages, leads, and trains Customer Service Reps. and export compliance rep.
• Investigates and assist in solving product and services complaints

Direction Exercised: Customer Service Representatives

Job Responsibilities:

• Oversee the customer service team
• Logistics-export compliance rep.
• Develop and maintains service procedures, policies and standards
• Keep accurate records and document customer service actions and discussions
• Analyze sales and OTIF statistics and compile accurate reports using excel, SAS-BI, M3-ERP system
• Recruit, mentor and develop customer service representative and nurture an environment where they can excel through encouragement and empowerment
• Keep ahead of industry’s developments and apply best practices to areas of improvement
• Control resources and utilize assets to achieve qualitative and quantitative targets
• Adhere to and manage the approved budget
• Maintain an orderly workflow according to priorities
• Prepares reports and participate to the weekly MPI and monthly S&OP meetings
• Ensures that all orders are delivered on time by following up with CSR, Logistics, Planning and Manufacturing as needed
• Performing additional duties where needed
• * The above statement reflects the general details considered necessary to describe the principal functions of the job identified and shall not be  construed as a detailed description of all the work requirements that may be inherent in the job.

Physical Requirements:

(x) Standing:         May be up to 12 hours per day on concrete/wood/carpeted floor for presenting/recruiting as necessary

(x) Sitting:              As require to perform tasks; frequency up and down: up to 100 times/day

(x) Moving:            Throughout Department and other locations to collaborate on issues; up to 30 times/day

(x) Climbing:         As required to go from one level to another; up to 50 times/day, able to use stairs & ladders as                 necessary

(x) Lifting:              As required to assist others; Anything over 50 pounds requires assistance; frequency may be 100 times/day

(x) Push/Pull:        To assist others; may be 500 times/day

(x) Reaching:        Reach through three body zones and around body; Frequency may be 200 times/day;

(x) Visual Acuity:  Depending on job necessity may be required to detect color; minimum of 20/40 corrected eyesight

(x) Bending/Stooping:         Depending on assignment may be up to 100 times/day

(x) Hearing/Speaking:        Adequate to communicate over telephone and internet calls

(x) Other:               May be required to operate a motor vehicle or similar device multiple times/day

Environmental/Safety Risk:

None

Mandatory Qualifications:

High school diploma, general education degree or equivalent with a minimum of 5 years’ experience in customer service and supervision in a manufacturing setting.

Preferred Qualifications

Bachelor Degree in business administration or related field, marketing or its equivalent.

Assessments:

Medical as necessary, [Current <12 months Performance Review if internal with a favorable performance rating]

Skills and Abilities Necessary to be Considered Successful :

• Knowledge of export compliance procedures
• Expected to know the company’s products and policies inside out and be able to communicate it to other members of staff.
• Excellent knowledge of management methods and techniques
• Working knowledge of customer service software, databases and tools
• Strong client-facing and communication skills
• Advanced troubleshooting and multi-tasking skills
• Customer service orientation
• Strong Excel and Power Point skills
• Knowledge of Customer Service, Logistics, Inco-Terms Excellent verbal and written communication skills.
• *This job is onsite each day in our Danville, VA location
  No relocation or sponsorship at this time.
  *BGF Industries, Inc does not accept unsolicited assistance from search firms. Please, no phone calls or emails. All resumes sent by search firms to any employee at BGF Industries, Inc. via-email, the internet or in any form and/or method without a valid written search agreement in place for this position will be deemed the sole property of BGF Industries, Inc.  No fee will be paid in the event the candidate is hired by BGF Industries, Inc. as a result of the referral or through other means.  Thank you for your cooperation.

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