Job Description

Catania Oils is a fourth generation family owned business that has been around for over 100 years. We are a leading packager and processor of edible oils located in Ayer, MA. Our Mission is to provide innovative quality products to customers in an efficient, economic and environmentally responsible manner. We are seeking passionate individuals who can and will make a difference by challenging the status quo. We currently have an opening for hands on Customer Service Manager. In this highly visible position, you will be responsible for the following:

Responsibilities

Manage and lead customer service team to assist with optimization of order fulfillment.

Direct overall product order entries and returns processes

Performs transactional work of customer order entry. Responses to emails, phone calls or faxes from customers or sales team.

Resolves complex customer service inquiries by applying skills and knowledge of the product or customer.

Interacts with production/warehouse on inventory or shipping issues.

Identifies and implements best practices for the department to ensure customer excellence is achieved

Drives and implements process improvements within the customer service department

Develops and implements KPI's for department striving for continuous improvement

Effectively coach and develop team of Customer Service Representatives

Trains customer service team in new processes or work procedures, trains new CSR's to obtain product knowledge

Champion of the Catania Oils culture and the core values.

Required Competencies

o Bachelor degree in Business Administration or Communication

o Previous management experience- 3-5 years

o Strong leadership skills

o 5 years customer service, sales order management ore related experience

o Ability to build effective relationships with cross functional departments

o Excellent customer service and communication skills

o Positive attitude and demeanor

Equal Opportunity Employer