Manager, Customer Service Operations

Nutranext - Sunrise, FL2.3

30+ days agoFull-time
Why Nutranext

The Nutranext? family of brands includes nutritional supplement industry leaders Rainbow Light®, Natural Vitality®, NeoCell®, Stop Aging Now®, Champion Performance®, True Health®, Blessed Herbs® and Sedona Labs®. With our headquarters in Sunrise, Florida, our Global Innovation Center in Santa Cruz, California, and locations in Arizona, Maryland, Southern California and Texas, Nutranext provides opportunities for career growth and personal development.

At Nutranext, we are committed to investing in our employees' physical, emotional, mental and spiritual wellbeing. The symbolism is in our name and products. We provide opportunities and incentives to encourage learning; we create high quality products to enhance and promote a healthy life style and ongoing wellness; we offer excellent employee benefits to ensure that our employees take pride in where they work; we offer a well-equipped gym and other facilities that encourage employees to move physically and stay fit; we design working environments that are safe, comfortable, and appealing to work in; and lastly, we are built on a culture that encourages healthy communities, sustainability and environmental longevity. Come join our brands and grow with us!

Our Team:
The Manager, Customer Service Operations is responsible for maintaining effective customer service and fulfillment operations for Company internal and external customers by utilizing in-depth knowledge of Company products and programs. The Manager, Customer Service Operations also leads, trains, mentors and develops Customer Service Operations (CSO) team members.

What you will be doing:
Essential Functions:
Build and maintain working relationships with brand representatives, customer service staff and outside customers.
Monitor CSO programs and activities and take corrective action when necessary.
Develop, deploy and maintain customer service systems.
Train, develop, organize and manage CSO employees and supervisors.
Collaborate with the Sales team to ensure details of each customer are clearly understood.
Work closely with Sales team to manage customer issues and address root cause and solution proactively to resolve issues effectively and timely.
Generate reports and business reviews for Brands and other business units.
Collaborate with Planning team to ensure customer expectations are communicated and met while monitoring the various stages of production and packaging.
Work with Costing team on new item set up and item changes as requested by the customer.
Collaborate with Regulatory and Quality departments regarding documentation requests as well as issues impacting customer orders or delays as a result of quality assurance requirements.
Work closely with Accounting on debits, credits, statements and customer deductions.
Ensure all relevant customer account information is maintained including in SAP and Salesforce.
Collaborate with Customer Service support staff on various order-related issues.
Ensure invoicing is processed for all customers and other relevant projects are completed in a timely manner and closed for month end processing on the first of each month by 12 PM EST
Present relevant information to the CSO Team, internal and external business partners.
Ensure prompt and consistent responses to customer service requests and proactively address customer service issues.
Collaborate on initiatives or projects that that impact customer service functions or processes.

What you bring to the team:
Required Education and Experience:
Bachelor?s degree in Business Administration, Project Management, Enterprise Resource Planning Systems, Supply Chain Management or a related field.
5 years of professional management, supervisory or other leadership experience.
8 years? experience in fulfillment and/or customer service.
Working knowledge of order management, inventory management and warehouse management systems.
Proven ability to work independently and as a team member.
Advanced analytical, research and problem-solving skills.
Computer proficient including with Microsoft Office and strong working knowledge of Excel.

Preferred Education and Experience:
Working knowledge of SAP.
Prior manufacturing, CPG and/or nutraceutical industry experience.
Bilingual in English/Spanish.
Prior distribution experience.

Contact Information:
For more information please visit our career page at www.nutranext.net

Nutranext, formerly Nature?s Products Inc., is an Equal Opportunity Employer

We are proud to share that we have been the recipient of the following awards for Wellness:

Healthiest Employer of South Florida Nominee 2014 (Med Company)

Healthiest Employer of South Florida Winner 2015 (Med Company)

Healthiest Employer of South Florida Winner 2016 (Med Company)

Healthiest Employer of Bay Area Winner 2016 (Small Company)

Healthiest Employer of The Valley in Arizona (Small Company)

American Heart Association Gold Fit Friendly Award 2015

American Heart Association Platinum Fit Friendly 2016

American Heart Association Innovative Work Place 2016

Worksite Wellness Award 2015 for Miami Dade Consortium (Med Company)

Worksite Wellness Award 2017 for Miami Dade Consortium (Med Company)