Customer Service Manager

The people at Dupuy don’t just store goods – they revolutionize the storage industry. The diversity of our team members and their concepts and innovation breathes life into all that we do, from standard storage projects to large scale process undertakings.

Where do you see yourself at Dupuy?

Summary/Objective

This position will oversee all Customer Service Representatives at Dupuy Houston; a key strategic and operational leadership role responsible for the development, continuous improvement and delivery of great customer service. This position is responsible for helping the GM in leading and developing a team that works together to deliver great customer service and adhere to all company policies and protocol

Essential Functions

• Responsible for all records, including inventory record keeping, in and out shipping documents, weighing, reconditioning, sampling, assorting, blending, upgrading and roasting.
• Drive quality and consistency while adapting to a changing environment
• Address all customer complaints and provide exceptional and professional communications with customers and vendors
• Manage all Customer Service Representatives by assigning customers, issuing duty lists and backup duty lists; helps them balance responsibilities and assign priority work; performs as a backup when needed.
• Interview, hire, and address Customer Service Representatives issues; assist in performance management; approve time records, PTO requests and expense reports
• Responsible for learning new software applications in relation to the business including ExponentHR, Royal 4, etc.
• Responsible for scale inspections by certified scale company
• Make sure all billing and invoicing gets done in a timely manner
• Responsible for accurate service rates
• Approve payment of invoices for Customer Service department; approve cancellation of invoices
• Responsible for Foreign Trade Zone (FTZ) Annual Report and all documents pertaining to FTZ, including FTZ manual
• Responsible for all Customs Bonded documents for CBW, including CBP manual
• Oversee CSR’s updating other computer systems, eCops and Guardian for Exchange Coffee
• Responsible for inventory totals for GCA
• Acts as backup for employee time sheet approval and payroll approval
• Communicates and develops working relationships with warehouse supervisors, directors and managers from other departments
• Responsible for making sure all warehouse services get completed in a timely manner
• Maintain continuous education and safety training
• All other duties assigned

Qualifications

• Bachelor’s degree in business administration or similar study; equivalent experience in Customer Service
• Supervisory or managerial experience
• Basic computer skills; Excel, Word, Outlook, Office 365, PowerPoint
• Basic math skills; addition, subtraction, multiplication, division, simple fractions

Physical requirements

Must be able to lift 25 pounds, prolonged periods sitting at a desk and working on a computer in an office environment setting

Position Type and Expected Work Hours

This is a full-time position. Days and hours of work are Monday through Friday, 7:30 a.m. to 4 p.m.

Supervisory Responsibilities

Supervises 7 to 10 employees including the courier/sampler.