Position Summary

NYX, Los Angeles Inc. is looking to hire a dynamic Customer Service Manager to act as a business partner and serve as a functional lead for three sales divisions. The Customer Service Manager will manage and direct the daily operations of customer service/order entry teams and  support the EDI team to improve service levels and automation. The individual will also be responsible for implementing new procedures and proper allocation of workload to meet sales targets and customer satisfaction.  

Essential Responsibilities

Oversee and manage customer service projects and initiatives 
Help manage EDI implementations as it relates to the customer service department and order entry processes
Function as the sales department lead for possible new ERP implementation 
Manage customer service employees, with training, work allocation, personnel issues and performance reviews
Work with account managers and operations to establish and achieve challenging sales goals for all three divisions
Understand customer requirements such as strategy, targets, standards, processes and systems in order to develop opportunities for improvement and eliminate problems
Define and communicate customer service standards to foster superior service levels to our internal teams as well as our customers
Improve customer service/order entry procedures and guidelines to ensure daily operations run smoothly
Monitor and analyze order entry process and reporting to determine customer service outputs
Plan, prioritize and delegate work tasks to ensure proper functioning of the entire department while determining resources and tools necessary for efficient delivery
Identify and address staff training and coaching needs
Be the main point of contact for customer service issues and resolve escalated calls by providing superior customer service and acting as a role model to the entire team
Interface with Company management to support and implement growth strategies 

Position Requirements

8+ years customer service experience at supervisory or management level in consumer goods/wholesale distribution environment.
Experience working with a formal ERP/Planning system
Systems implementation experience preferred 
Knowledge and experience of EDI processes, protocol and implementations
Experienced with major U.S. and international retailers
Proven track record in building and organizing an exceptional customer service department
Experience training and developing a department consisting of 10+ direct reports to work harmoniously in a collaborative work team environment
Experience handling and providing service to major national accounts
Ability to create strategy and tactical approaches to address issues
Must be able to identify priority requests and act quickly and deliver best solutions to problems/issues
Ability to set goals and distribute work efficiently and fairly
Strong interpersonal and mentorship skills
Excellent communication skills both written and verbal
Passionate about outcome and results 
Wholesale Distribution and Retail background is a plus
Consumer products experience preferred
Attention to detail and accuracy
Interpersonal skills; ability to work well with others
Great communication skills; both verbal and written
Exceptional organizational and problem solving skills
Proficient skills in Microsoft Word and Excel 

EEO
We Are an Equal Opportunity Employer