National Customer Service Manager

Work Location Delicato Vineyards Manteca 

Position Purpose

As part of the Supply Chain group reporting to the Director Customer Service, the National Customer Service Manager works cross- functionally with the organization and our internal and external customers to ensure efficient and timely management of customer orders from receipt to shipment while maximizing the customer experience. The position will be expected to work with Delicato leadership to continuously improve business procedures and act as subject matter expert (SME) for systems and processes while providing leadership, coaching and development to a team of direct reports. This position will effectively support the sales and marketing objectives of the company and be expected to train employees, set standards for work performance, and assist in establishing individual and team performance objectives.

Functional Responsibility

• Manages and monitors day-to-day operations and team performance to ensure smooth workflows and that company standards are met
• Manages company culture and holds self, peers, and direct reports accountable for demonstrating a constructive company culture through influential, personal behavior and actions; encourages strong work ethic and fosters an environment of trust and respect
• Develops and aligns individual goals with the department's operational goals; ensures that decisions, actions, and priorities are aligned with the company's vision, mission, and strategies
• Researches best practices, stays abreast of industry trends, and maintains awareness of regulatory changes to ensure compliance and continually improve operations
• Assists in preparing the departmental budget, monitors spending, and directs team in cost-effective operations to ensure adherence to financial objectives
• Monitors performance and regularly communicates with direct reports to achieve mutual understanding and desired results
• Partners with immediate manager to determine staffing needs;  attracts, motivates, and retains a workforce with the appropriate knowledge, skills, and abilities to achieve goals and objectives
• Provides employees with a safe, healthy, and rewarding work environment; ensures delivery and completion of monthly safety topics
• Communicates and supports change initiatives and decisions in an effective manner to successfully guide team through change
• Fosters a work environment that encourages creative thinking, promotes flexibility, and drives innovation
• Addresses employee issues, concerns, and complaints in an objective and confidential manner; notifies HR Business Partner and keeps immediate manager informed as appropriate
• Ensures compliance and consistent application of company policies, initiatives, and decisions
• Coaches, guides, and develops direct reports; fully engages in the GPS (Performance Management) process; provides high-quality feedback, and ensures proper GPS documentation of employee performance, recognition, and deficiencies

Essential Duties

• Directly supervises the functions of a team of direct reports; trains, motivates, coaches, and develops staff by setting high standards and stretch goals for individual and team performance, conducting regular one-on-one meetings and performance check-ins, documenting all discussions and managing performance and attendance issues
• Responsible for establishing and maintaining strong relationships across Delicato Family Vineyards (particularly with Sales, Marketing, State Compliance and Distribution) as well as fostering collaborative relationships with distributors in various markets to maximize customer satisfaction and make Delicato a preferred supplier
• Identifies opportunities for process improvement across order management and proactively make recommendations to improve the overall effectiveness of Customer Service
• Accountable for the overall day-to-day performance of direct reports, manages the timely processing of sales orders, exception management and return execution inclusive of customer service metrics
• Continuously improves shipment and order reporting capabilities from internal systems to support Sales and Marketing
• Ensures Company and department policies and procedures are followed internally and externally
• Provides timely, effective, and consistent communication to internal and external customers regarding order status and product information
• Ensures effective coverage, back-up and sufficient level of cross-training to avoid any interruption in order flow during times of short-staffing
• Works cross-functionally on business process improvements
• In collaboration with Information Solutions, plans, leads and conducts system testing for SAP, Esker and any other relevant systems to test functionality for sys