Customer Service Manager

UPL Limited (NSE: UPL & BSE: 512070, LSE: UPLL) is a global provider of sustainable agriculture products and solutions, with annual revenue exceeding $6bn. We are a purpose-led company. Through OpenAg®, UPL is focused on accelerating progress for the food system. We are building a network that is reimagining sustainability, redefining the way an entire industry thinks and works – open to fresh ideas, innovation, and new answers as we strive towards our mission to make every single food product more sustainable. As one of the largest agriculture solutions companies worldwide, our robust portfolio consists of biologicals and traditional crop protection solutions with more than 14,000 registrations. We are present in more than 130 countries, represented by more than 10,000 colleagues globally. For more information about our integrated portfolio of solutions across the food value chain including seeds, post-harvest, as well as physical and digital services, please visit upl-ltd.com and follow us on LinkedIn, Twitter, Instagram and Facebook.

JOB Summary:  The Customer Service Manager within Decco will utilize both technical expertise and interpersonal skills to manage staff to provide the highest level of service and support to internal and external customers. The manager will oversee handling of call center transactions, order processing, inventory management, invoice creation, SAP data inputs, and logistics.  This position will support all departments including but not limited to, production, warehouse, accounting, sales and marketing and supply chain.

REQUIRED EDUCATION AND EXPERIENCE: 

• Bachelor's Degree from accredited college/university is preferred
• Minimum 3 years of experience as a Customer Service Manager or related role
• Proficiency in SAP required
• Strong MS Office skills, including Word, Excel and Outlook, are required
• Ability to maintain professionalism while under pressure in a fast-paced environment
• Experience working at a manufacturing company, specifically within a Supply Chain team preferred, especially when dealing with imports/exports.
• Strong organizational and planning skills
• Excellent written and verbal communication skills
• Strong relationship building mindset and willingness to work cross-functionally with different teams.

JOB RESPONSIBILITIES:

Customer Care: Maintain customer satisfaction by providing world class service to both external and internal customers with accurate, up-to-date information on products, product pricing, order status and maintaining price list.

Problem Solving: Address and resolve problems regarding supply chain, delivery dates, pricing, and invoicing.

Administrative: Data entry, billing, and invoicing. Manage customer service staff by communicating job expectations and performance by developing annual goals, providing mid-year assessments, and end of year reviews.

Process Improvement: Identify ways to improve customer service activities and develop and implement standard operating procedures.

Collaboration and Cooperation: Ability to work through various situations to achieve desired results by interfacing with co-workers, supervisors, and customers, and vendors. Actively listens and communicates respectfully and effectively. Willingness to follow direction from superiors. 

SAP: Proficient in use of SAP for all customer service activities.

Manage Export/Import functions: Ensure proper arrival and customs clearance for international shipments, both import and export. Follow up on all imports to ensure paperwork is received timely to avoid demurrage charges.  Communicate daily with broker, (Worldwide Logistics) to ensure the flow of goods goes unhindered.  Create international customer orders in SAP (including some domestic orders).  Keep all import paperwork accessible and neatly filed for a period of 5 years due to US Customs Regulations.

Manage Logistics Operation: Advise Supply Chain / Sales & Marketing on all logistical issues inclusive of cost analysis, carrier selections, JIT related issues, industry trends etc. Keep up to date on the ever-changing transport and HAZMAT regulations.  Lend logistical support to sales and marketing when it comes to dealing directly with customers. This may include teleconferences or meeting directly with customers.

KEY COMPETENCIES:

CUSTOMER FOCUS: Building strong customer relationships and delivering customer-centric solutions.  Actively listens and seeks information from customer – displays empathy. Identifies customer’s needs and checks for understanding.  Meets or surpasses the customer’s expectations.

RESULT OREINATTION: Holds self and/or others accountable for accomplishing work commitments and deliverables; understands the targeted results he/she is accountable for and actively strives to achieve them; sets and achieves high standards of performance.

ORGANIZATION/PROJECT MANGEMENT: Plan and schedule work according to changing priorities; designs and maintains effective systems and processes for managing work. Ability to multi-task and project manage in a global matrixed environment.

RESOURCEFULNESS:  Identifying, Securing & deploying resources effectively & efficiently (People, funds, infrastructure) to accomplish a goal.

RELATIONSHIP MANAGEMENT – Maintains regular communication with customer and fosters partnering relationships.  Responsive to customer needs and wants through planned, personalized communication to influence purchase decisions and ensure satisfaction.

Supervisory Responsibilities:

• Number of direct reports – 1
• Number of indirect reports – 0

Travel:  None

Salary: $80,000-$100,000 US

Location: Position is 100% in office located in Monrovia, CA

We are one team, for maximum impact. One team with shared goals. We all play for the team and no one plays against the team. We have a laser-like focus on what our customers need and want, on anticipating their future needs and on how we can create innovative solutions and experiences for them.

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