Venus Group is a global textile manufacturer and distributor based in Foothill Ranch, CA. We serve a range of B2B markets – from industrial laundries, healthcare facilities, hotels, spas, and everything in between. Our textile products range from table linens, towels, bed linens, robes, pillows to patient gowns.
We are looking for a highly motivated, professional, and enthusiastic Customer Service Manager to join our company and be part of our team! This is a cross-functional, hands-on and strategic role, responsible for managing the daily operations of the B2B order fulfillment process. This position is on-site, Monday-Friday 7am-5pm, at our office in Foothill Ranch, CA and reports to the VP of Marketing and Customer Experience.
Duties and Responsibilities:
- Manage the daily operations of order fulfillment to ensure products are efficiently and accurately delivered to customers (or cancelled), on-time, and in compliance with customer requirements.
- Hire, train, review, and coach staff as necessary.
- Establish effective relationships and communication with sales, supply chain, and warehouse operations teams to ensure flawless execution of the daily order fulfillment process.
- Build rapport and maintain relationships with key strategic customers, staying up-to-date with their requirements to establish long-lasting and satisfied relationships.
- Conduct daily reviews of open orders in the company ERP system, communicating necessary information to sales or customers to ensure timely order processing (shipping or cancelling of orders) and supporting supply chain with proper inventory planning.
- Continuously optimize all aspects of the order fulfillment process by evaluating, identifying, and redesigning processes and procedures; identify key metrics and analyze results.
- Develop and maintain up-to-date, comprehensive product, procedural, and technical systems documentation (SOPs) and continuous training for the team.
- Determine evolving customer service requirements by obtaining an in-depth understanding of the company’s ERP system, IT resources, transactions, and customer requirements; conduct periodic reviews and feedback from the team, cross-functional partners, customer surveys, and conversations.
- Effectively communicate and enforce compliance with all policies and procedures.
- Get involved in the processing of orders to ensure timely delivery to customers.
- Maintain, verify, and update customer pricing, list prices, and Price Books in the ERP system.
- Oversee and audit customer claims, credits, and returns.
- Assist with special projects assigned by management.
Requirements:
- 5+ years in a B2B customer-facing role.
- Strong leadership skills with a proven ability to manage a large team and multiple projects.
- Proficiency in an ERP system is preferred.
- Ability to multitask and prioritize.
- Proven problem-solving skills; identifying challenges and bringing them to successful resolution.
- Excellent written and verbal communication skills with customers and different functions.
Benefits:
Why join this company?
- Competitive pay! Base salary in the $80-95k range based on your experience
- Medical, Dental, and Vision insurance
- 401k with generous company match
- Paid time off
- Growth opportunities!
Apply today! A hiring manager will contact all qualified candidates.
Job Type: Full-time
Pay: $80,000.00 - $95,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Schedule:
- Day shift
- Monday to Friday
Experience:
- ERP systems: 1 year (Preferred)
- B2B customer service: 5 years (Required)
- Management: 1 year (Required)
Ability to Commute:
- Foothill Ranch, CA 92610 (Required)
Work Location: In person