• Manage Key Accounts for the US/CA business
• Process orders in the SAP system from order to cash
• Maintain customer master data and customer pricing files (including payment terms, incoterms, basic pricing, and all approved discounts)
• Identify and correct EDI mapping and pricing errors
• Collaborate with cross-functional teams with an emphasis on meeting customer needs 
• Finding corrective action/implementing sustainable process improvements including Accounting (invoicing and payment issues), Production Planning (planning production based on customer needs), Purchasing (planning based on customers needs), Sales (direct extension of sales managers), Quality (quality issues and product deviations), Marketing (new product launches and internal item setup), Logistics (ensure orders arrive on time, especially when lead time is affected by supply delays), Global Inter Company Partners (order processing)
• Knowing fine policies/procedures of all accounts and researching infractions
• Collaborate in the management of customer scorecards and OTIF metrics
• Identifying areas of improvement, putting together a cross-functional team and implementing plans for improvement to be measured regularly

Skills: Key Account Management, SAP Order Processing, Customer Master Data Management, EDI Error Resolution, Cross-Functional Team Collaboration, Process Improvement Implementation, Customer Scorecard Management, OTIF Metrics Management

• Monitoring all Customer responses by the team. 
• Ensure they are done timely for both phone and email support.
• Provide direction to the Coordinator or Call Center for customer issues and responses by being available at all times.
• Coach and train the Customer Service team in all areas of job responsibility per the guild lines and processes.
• Manage the team to ensure accounts are followed through, deadlines are met, contract obligations met and update to company data base completed accurately. 
• Knowledge for all contractual obligations holding meetings with both the Business unit and Customer Service Team.
• Stay up on policy changes and communicate all charges to the team in an efficient manner including weekly meetings for both internal and external teams.
• Mentor, train and coach team members to ensure accurate and excellent Customer Experience is provide.
• Think on feet for creative resolutions within company and department guidelines, updating and creating processes when applicable.
• Cover and support Customer Service Manager, and Coordinator in all area of responsibility.

Skills: Customer Response Monitoring, Timely Support Management, Team Direction, Coaching and Training, Account Management, Contractual Obligation Knowledge, Policy Communication, Creative Problem-Solving

• Knowledge of how all territories are managed and supported ensuring consistency within the organization.
• Lead knowledge of all Customer contracts holding Monthly meetings to ensure
• Review and provide monthly reports to Sr. Customer Service Manager.
• Interface with Sales, Order Management, Finance, Logistics, Contracts and Products.
• Demonstrate behavior consistent with the Company’s Code of Ethics and Conduct.
• Ensure that regional report(s) are trained and evaluated on knowledge and adherence to the Company’s values, Code of Ethics and Conduct, and applicable compliance policies.
• Manage, evaluate and develop team of employees to meet functional deliverables and responsibilities. 
• Complete company people management requirements. 
• Exhibit manager core competencies.
• Organize and play a crucial role in the Onboarding of new team members

Skills: Territory Management, Customer Contract Leadership, Monthly Reporting, Cross-Functional Interface, Code of Ethics Compliance, Regional Training and Evaluation, Team Development, People Management

• Play a critical role in helping us establish one of Europe’s leading contact centres.
• Nurturing and developing a team of up to 10 Customer Service Advisers.
• Participate in the recruitment, induction, and development of staff.
• Build an excellent level of product knowledge and proactively drive improvements in service quality leading to enhanced customer experience.
• Suggest and support on process improvements/new initiatives across the department and facilitate team implementation
• Measure, analyse and report on team performance and take appropriate steps to improve that performance for both internal and external customers.
• Ensure FCA and other regulatory and business standards are met.
• Analyze customer ordering patterns and make suggestions for improved efficiencies
• Point person for escalations
• Provide guidance to CIC team on daily tasks and problem-solving
• Manage time effectively and work well with other members of multiple teams

Skills: Contact Centre Establishment, Team Development, Recruitment and Induction, Product Knowledge Enhancement, Process Improvement, Performance Analysis and Reporting, Regulatory Compliance, Escalation Management

• Act as a customer advocate and approach work through the customer's eyes
• Respond to customer feedback on social media channels and app reviews
• Partner with the Chief Customer Officer and the broader global customer care team to improve the customer experience or enhance the application or procedures within the business
• Manage escalated customer issues through to resolution over phone, email, social media, and chat using the ticketing system
• Add value to the Prezzee Help Center knowledge base to keep it up to date with new articles as well as assist with tutorials, documents, and processes
• Provide education to team members in alternate regions about user journeys and local requirements, as well as product feedback
• Implement new procedures and processes, create content and conduct training for new and existing team members for the ever-growing customer service team
• Drive automation and creation of new, efficient processes in Key Account customer service
• Set the team up for success by coaching them on solution-oriented ways of working
• Track relevant success metrics, identify the business priorities and translate them into actions for the team

Skills: Customer Advocacy, Social Media Feedback Management, Cross-Functional Collaboration, Escalated Issue Resolution, Knowledge Base Management, Team Education and Training, Process Automation, Success Metrics Tracking

• Serve as the first point of contact for all inbound inquiries, including emails, live chat (limited hours per day), and form submissions.
• Tag and route all inbound
• Lead the customer service team
• Answer customer service phone calls and accept call-in orders
• Read and promptly respond to customer emails
• Manage the online chat communications for the company
• Accurate data entry for transactions
• Assist with order processing
• Assist with order packaging
• Communicate and collaborate with other departments
• Train new customer service members

Skills: Inbound Inquiry Management, Customer Service Leadership, Phone and Email Response, Online Chat Management, Accurate Data Entry, Order Processing Assistance, Order Packaging Assistance, Cross-Department Collaboration

• Excellent verbal and interpersonal skills
• Excellent judgment and problem-solving skills
• Supervisor experience strongly desired
• Ability to proficiently operate a computer with a keystroke speed of no less than 35 corrected words per minute
• Ability to multitask and work well under time restraints
• Ability to maintain employee confidentiality
• Ability to communicate clearly in the English language
• Ability to use a standard business telephone system for communication
• Ability to read, understand, and follow written and verbal instructions and scripts
• Ability to be flexible in schedule, possible on-call situations
• Ability to learn dispatching software

Qualifications: BA in Business Administration with 5 years of Experience

• Effective communication and customer service skills.
• Demonstrated ability and willingness to learn multiple tasks and technical requirements of the job.
• Demonstrated ability to perform the technical requirements of cashier and service center.
• Excellent customer service skills and ability to handle escalated calls
• Strong attention to detail
• Strong interpersonal, verbal and written communication skills
• Well-developed problem-solving skills
• Strong technical capacity
• Experience creating schedules, assigning agents to schedules and building weekly/monthly reports
• Proactive with the ability to anticipate and resolve issues.

Qualifications: BS in Marketing with 3 years of Experience

• Experience with order entry and expediting orders
• Experience with ERP systems regarding stock levels, stock location, order management, and price/availability checks or similar
• Excellent communication skills (both verbal and written)
• Ability to lead, coach and build teammate relationships in an environment of fast change.
• Ability to act decisively in implementing solutions.
• Demonstrated ability to multi-task
• Ability to respond flexibly in a quickly changing
• Able to direct and motivate a diverse teammate population that includes full-time
• Ability to lead, coach and build teammate relationships in an environment of fast
• Ability to identify and suggest process improvements.

Qualifications: BA in Communication Studies with 4 years of Experience

• Be comfortable speaking and conducting training.
• Ability to work a flexible schedule which includes some nights and weekends.
• Excellent customer service skills
• Ability to work well in a team environment
• Detail-oriented and works with a high degree of accuracy
• Ability to tactfully handle stressful and difficult situations
• Basic working knowledge of Microsoft products such as Excel, Word, and PowerPoint
• Ability to inspire and nurture employees to ensure they achieve potential.
• Outstanding communication skills, with the ability to build instant customer rapport.
• Work closely with other departments to drive continuous improvements

Qualifications: BS in Management with 3 years of Experience

• Experience with Retail
• Good reading, written and verbal language skills (English)
• Basic math, interpersonal skills, telephone presence, data entry skills
• Microsoft Office Suite (Word, Excel)
• Ability to use telephone and computer proficiency with Microsoft Office (i.e. Word, Excel), Outlook, and D365 experience a plus.
• Strong customer service background
• Detail-oriented, strong interpersonal & communication skills.
• Problem-solving/conflict resolution skills, 
• Ability to multi-task, meet deadlines, positive attitude for both internal and external, 
• Ability to work as a team with effective communication skills in a team environment.

Qualifications: BA in Customer Relations with 4 years of Experience

• Experience in juice, food products, or transportation, and formal customer service or supervisory training
• Excellent written and oral communication skills, communicating in a friendly and positive manner
• Strong computer skills with above-average knowledge of Microsoft Office software
• Ability and desire to learn new business systems and programs
• Ability to take direction from several managers in a fast-paced environment
• Experience in a B2B customer service/account management role preferably within a tech/Saas based organization
• Passionate about supporting customers, processing feedback and advocating for a satisfactory resolution
• Well organized and takes initiative to identify and advocate for a great user experience
• Strong analytical skills, with the ability to identify business issues, analyze data, draw conclusions, and develop actionable recommendations
• A dynamic and strategic thinker who can adapt to changing requirements with the ability to manage multiple opportunities concurrently
• Customer-focused and able to quickly establish robust relationships with assigned and unassigned customer base
• Exceptional communication skills and negotiation techniques

Qualifications: BS in Organizational Leadership with 5 years of Experience