Job Title: Customer Service Manager FLSA Status: Exempt

about upl:

UPL is focused on emerging as a premier global provider of total crop solutions designed to secure the world’s long-term food supply. Winning farmers hearts across the globe, while leading the way with innovative products and services that make agriculture sustainable, UPL is the fastest growing company in the industry. Our successes in the field add up to powerful financials. UPL delivers results from protecting crops that translate into attractive investor value. Based on the recognition that humankind is one community, UPL’s overarching commitment is to improve areas of its presence, workplace and customer engagement.

Our purpose is ‘OpenAg’. An agriculture network that feeds sustainable growth for all. No limits, no borders.

Job Summary:

The Customer Service Manager will utilize both technical expertise and interpersonal skills to manage staff and provide the highest level of service and support to internal and external customers. The manager will oversee handling of call center transactions, order processing, inventory management, invoice creation, SAP data inputs, and logistics. This position will support all departments to include but not limited to, production, warehouse, accounting, sales and marketing and supply chain as well as all business units.

JOb Responsibilities:

• Customer Care: Maintain customer satisfaction by providing world class service to both external and internal customers with accurate, up-to-date information on products, product pricing, order status and maintaining price list.
• Problem Solving: Address and resolve problems regarding supply chain, delivery dates, pricing, and invoicing.
• Administrative: Data entry, billing and invoicing. Manage customer service staff by communicating job expectations and performance. Provide assistance with developing annual goals, provide mid-year assessments, and end of your reviews.
• Process Improvement: Identify ways to improve customer service activities and develop and implement standard operating procedures
• Collaboration and Cooperation: Ability to work through various situations to achieve desired results by interfacing with co-workers, supervisors, and customers, and vendors. Actively listens and communicates respectfully and effectively. Willingness to follow direction from superiors.
• SAP: Master the use of SAP for all customer service activities.

• Manage Export/Import functions: Ensure proper arrival and customs clearance for international shipments, both import and export. Follow up on all Imports to insure paperwork is received timely to avoid demurrage charges. Communicate daily with Broker, (Worldwide Logistics) to insure the flow of goods goes unhindered. Create International customer orders in SAP (including some Domestic orders). Keep ALL import paperwork accessible and neatly filed for a period of 5 years due to US Customs Regulations.
• Manage Logistics Operation: Advise Customer Service / Supply Chain / Sales & Marketing on any and all Logistical issues inclusive of cost analysis, carrier selections, JIT related issues, industry trends etc. Continually improve knowledge base of ever-changing transport and HAZMAT regulations. Lend Logistical support to Sales and Marketing when it comes to dealing directly with customers. This may include teleconferences or meeting directly with customers.

REQUIRED EDUCATION, SKILLS, ABILITIES, AND EXPERIENCE:

• Minimum 3 years of experience as a Customer Service Manager
• Proficiency in SAP, MS Office
• Ability to maintain professionalism while under pressure
• Five (5) years in logistics
• Five (5) years experience in procurement
• 3 Years experience in Import/Export activities
• Excellent written and verbal communication skills
• Strong relationship building mindset and willingness to work through influence

PREFERRED EXPERIENCE & SKILLS:

• Bachelor's Degree from accredited college/university
• Strong organizational and planning skills
• Ability to work in a fast-paced environment

Reports to: Supply Chain Manager

Supervisory Responsibilities:

• Number of direct reports – 1
• Number of indirect reports – None
• Budget responsibilities – None

Travel: None

Location: Monrovia CA

Salary: $80,000 - $100,000

KEY COMPETENCIES:

CUSTOMER FOCUS: Building strong customer relationships and delivering customer-centric solutions. Actively listens and seeks information from customer – displays empathy. Identifies customer’s needs and checks for understanding. Meets or surpasses the customer’s expectations.

RESULT OREINATTION: Consistently achieving results, even under tough circumstances. Eliminates obstacles that come in the way of meeting goals. Delivers results that have a clear business impact. Demonstrates a sense of urgency to meet goals/deadlines.

ORGANIZATION/PROJECT MANGEMENT: Plan and schedule work according to changing priorities; designs and maintains effective systems and processes for managing work. Ability to multi-task and project manage in a global matrixed environment.

RESOURCEFULNESS: Identifying, Securing & deploying resources effectively & efficiently (People, funds, infrastructure) to accomplish a goal

INTERPERSONAL IMPACT: Builds a culture of collaboration and teamwork across organizational boundaries. Can leverage relationships to achieve business impact