Customer Service and Marketing Manager

JOB TITLE: CUSTOMER SERVICE AND MARKETING MANAGER

DEPARTMENT: SUPPLY CHAIN OPERATIONS

REPORTS TO: DIRECTOR OF SUPPLY CHAIN OPERATIONS

EFFECTIVE DATE: May 1, 2024

SUMMARY:

Qualified Individual fills a key role of being the right-hand of the Vice President of Sales and Marketing to ensure they are receiving superb support to guarantee continuity of sales growth. Incumbent is required to have strong analytical skills and ability to work independently as well as with the team. Management experience and aptitude to anticipate needs is a must. Assume full ownership of assigned projects that will contribute towards the company’s growth and objectives. Ample opportunities for advancement and career growth. Following a successful onboarding period, this position has the opportunity to transition to a hybrid or fully remote role.

DUTIES AND RESPONSIBILITIES:

· Customer Service

o Complete management of Customer Service team and processes, serving as backup to Customer Service Specialist with daily order entry and logistics assignments as needed

o Complete ownership and management of all customer files and contracts so that we are current with all programs, build and maintain relationships and proactive customer outreach on a regular basis.

• Achieve customer relationship targets and KPI’s as set by VP of Sales; conduct business reviews and review sales reports to ensure customers are satisfied and if there are prospects for further sales opportunities within key accounts.

o Management of customer portals including but not limited to World 1 Sync, USF and other customer data portals.

o Maintain and monitor customer distribution list and contacts, making necessary updates and changes within EPR system and 3rd party applications.

o Management of customer product complaints; determine next steps and involve appropriate individuals to resolve the issue.

o Manage sample requests and partner with QA to get product shipped expediently and of perfect specimen to properly represent the company.

· Marketing

o Manage and develop all creative materials and projects to enhance and bring attention to the rapidly growing brand.

o Website SEO and content improvements/updates

o Social Media, Press Releases and Customer Newsletters.

o Support of various marketing initiatives

o Tradeshow preparation and attendance

· Analytics

o Customer market research and analysis

o Methodical and ongoing competitive analysis and market research to present findings and recommendations to management team in order to increase market share.

o Conduct monthly broker reviews, providing updates and making insightful analytical recommendations to VP of Sales & Marketing

o Collect data and generate reports that analyze customer trends and forecasts to help guide sales and production teams.

o Regular data review of actual vs. planned sales and participate in planned enhancements for improved accuracy.

SUPERVISORY RESPONSIBILITIES:

· Management of Customer Service

BACKUP RESPONSIBILITIES:

· Backup to Customer Service

· Other tasks as needed and assigned by manager.

QUALIFICATIONS:

· Strong Organizational Skills, sensitive to time management and deadlines

· Able to stay calm, focused, prioritize and multi-task.

· Advanced computer literacy; to include but not limited to Outlook, MS Suite; including Excel, Adobe Suite, Canva etc.

· Strong analytical skills, detail oriented, able to work independently, and with the team.

· Strong problem solving skills and Service-Oriented

· Good communications skills, both verbal and written

· Complete ownership of position; supporting team members and other departments

· Ability to evaluate current processes and recommend improvements.

· High energy, dynamic, enthusiastic, engaging individual

· Straightforward, direct and candid – but professional and diplomatic

· Tremendous self-initiative and motivation to achieve – able to work with limited oversight and take ownership of your responsibilities.

· Innately skilled in building relationships and collaborating with others.

· Integrity/trustworthy

· Positive attitude and confident professional demeanor

· Sense of humor

COMPETENCIES:

· Adaptability - Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.

· Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.

· Design - Generates creative solutions; Translates concepts and information into images; Uses feedback to modify designs; Applies design principles; Demonstrates attention to detail.

· Initiative - Volunteers readily; Undertakes self-development activities; Seeks increased responsibilities; Takes independent actions and calculated risks; Looks for and takes advantage of opportunities; Asks for and offers help when needed.

· Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently; Plans for additional resources; Sets goals and objectives; Organizes or schedules other people and their tasks; Develops realistic action plans.

· Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.

· Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.

· Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.

· Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.

PHYSICAL DEMANDS AND WORK ENVIRONMENT:

• Occasionally required to stand.
• Occasionally required to walk.
• Frequently required to sit.
• Frequently required to utilize hand and finger dexterity.
• Occasionally required to bend, stoop, or kneel.
• Continually required to talk or hear.
• Occasionally required to taste or smell.
• The employee must occasionally lift and /or move more than five to ten pounds.

Salary, exempt
Reports to Director of Supply Chain Operations

Job Type: Full-time

Pay: $65,000.00 - $85,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Experience:

• Marketing: 1 year (Preferred)

Ability to Commute:

• Agawam, MA 01001 (Preferred)

Ability to Relocate:

• Agawam, MA 01001: Relocate before starting work (Required)

Work Location: Hybrid remote in Agawam, MA 01001

Salary : $65,000 - $85,000