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Customer Service Manager
Trinchero Family Estates
Napa, CA
Job Description:
The world’s second-largest family-owned winery and fourth-largest overall, Trinchero Family Estates (TFE) comprises more than 50 award-winning wine and spirits brands distributed in nearly 50 countries around the globe. Founded in 1948—when Italian immigrant Mario Trinchero brought his young family from New York City to Napa Valley and purchased an abandoned Prohibition-era winery called Sutter Home in St. Helena—Trinchero Family Estates has been an innovator for seven decades. Today, Trinchero Family Estates remains deeply rooted in Napa Valley, encompassing a broad portfolio of global offerings, including flagship brands Sutter Home Family Vineyards and Ménage à Trois; luxury brands Trinchero Napa Valley, Napa Cellars and Neyers Vineyards; partner brands Joel Gott Wines, Charles & Charles and Bieler Père et Fils; import brands San Polo, Famiglia Cotarella, Ceretto, Angove Family Winemakers, Avissi Prosecco, Echo Bay, Finca Allende and Terras Gauda; and Spirits and Specialty Beverage brands Hanson of Sonoma Organic Vodka, Tres Agaves Organic Tequila, Tres Agaves Organic Cocktail Mixers, Amador Whiskey and Trincheri Vermouth. Learn more at www.tfewines.com.
We are currently searching for a Customer Service Manager in our Operations department.
工作总结:
This manager provides daily management and leadership of the domestic and international customer order area so that TFE can continue to build on our customer service reputation within the industry. This role will be responsible for the prioritization / allocation of stock as well as customers (distributors). They will be a change agent in removing non-value add steps by identifying and executing joint value creation opportunities in the supply chain with key customers. While achieving those opportunities they will implement and sustain rigorous and accountable daily routines within the customer order and fulfillment processes. Overall this manager will lead continuous improvement initiatives with a focus on employee development, TFE’s profitability, customer service and the customer experience.
Essential Functions:
• Provide employee development on process orientation, standard work, continual improvement, and autonomy
• Manages and implements career planning and personal development of managers and staff
• Using analytics and standard work, prioritize and allocate stock and customers (distributors).
• Ensure the production and accuracy of developed metrics to govern and improve processes
• Champion process improvements for meeting or exceeding our customer’s expectations and helping our customer’s reach their goals
• Order processing to understand the process and able to provide assistance to their team
• Leverage TFE’s ERP system and other collaborative technologies to reduce non-value add steps within TFE’s and/or our customer’s processes
• Monitor and manage daily workload across the department, to level load and sustain flow
• Daily time keeping and approving and managing coverage for time off and leaves of absence
• Hold no less than quarterly one on one meetings with employees to assess progress, identify improvement areas and ensure annual goals are met
• Other duties as assigned
Qualifications:
• Bachelor’s degree (B.S.) in relevant field or equivalent
• Preferred 5+ years of experience in managing a customer service group and order processing
• Strong track record in cross-functional collaboration with internal stakeholders (Sales, SC, etc.)
• Strong track record of continuous improvement (project management, process improvement, familiarity with Lean methodologies)
• Strong track record of Cultural Intelligence and performing in a Servant Leader capacity
• Ability to build and maintain cross-functional relationships and drive toward common goals
• Previous experience with international logistics is preferred
• Accuracy, attention to detail, and ability to follow through is essential
• Excellent written and verbal communication skills
• Advanced computer skills – Microsoft Office and ERP (SAP preferred)
• Versatility, flexibility, and a willingness to work within constantly changing priorities with enthusiasm
• Proven ability to handle multiple projects and meet deadlines, manage priorities and workflow
•熟悉数据收集的原则,data analysis, and evaluation
Working Conditions:
• May be required to work at any one of TFE’s locations
• Some weekends may be occasionally necessary
•偶尔长,irregular hours
• Office environment
• Extensive computer work
• Frequent deadline pressures
• Numerous projects in progress at any given time
• Fast-paced/high volume workload
We are currently searching for a Customer Service Manager in our Operations department.
工作总结:
This manager provides daily management and leadership of the domestic and international customer order area so that TFE can continue to build on our customer service reputation within the industry. This role will be responsible for the prioritization / allocation of stock as well as customers (distributors). They will be a change agent in removing non-value add steps by identifying and executing joint value creation opportunities in the supply chain with key customers. While achieving those opportunities they will implement and sustain rigorous and accountable daily routines within the customer order and fulfillment processes. Overall this manager will lead continuous improvement initiatives with a focus on employee development, TFE’s profitability, customer service and the customer experience.
Essential Functions:
• Provide employee development on process orientation, standard work, continual improvement, and autonomy
• Manages and implements career planning and personal development of managers and staff
• Using analytics and standard work, prioritize and allocate stock and customers (distributors).
• Ensure the production and accuracy of developed metrics to govern and improve processes
• Champion process improvements for meeting or exceeding our customer’s expectations and helping our customer’s reach their goals
• Order processing to understand the process and able to provide assistance to their team
• Leverage TFE’s ERP system and other collaborative technologies to reduce non-value add steps within TFE’s and/or our customer’s processes
• Monitor and manage daily workload across the department, to level load and sustain flow
• Daily time keeping and approving and managing coverage for time off and leaves of absence
• Hold no less than quarterly one on one meetings with employees to assess progress, identify improvement areas and ensure annual goals are met
• Other duties as assigned
Qualifications:
• Bachelor’s degree (B.S.) in relevant field or equivalent
• Preferred 5+ years of experience in managing a customer service group and order processing
• Strong track record in cross-functional collaboration with internal stakeholders (Sales, SC, etc.)
• Strong track record of continuous improvement (project management, process improvement, familiarity with Lean methodologies)
• Strong track record of Cultural Intelligence and performing in a Servant Leader capacity
• Ability to build and maintain cross-functional relationships and drive toward common goals
• Previous experience with international logistics is preferred
• Accuracy, attention to detail, and ability to follow through is essential
• Excellent written and verbal communication skills
• Advanced computer skills – Microsoft Office and ERP (SAP preferred)
• Versatility, flexibility, and a willingness to work within constantly changing priorities with enthusiasm
• Proven ability to handle multiple projects and meet deadlines, manage priorities and workflow
•熟悉数据收集的原则,data analysis, and evaluation
Working Conditions:
• May be required to work at any one of TFE’s locations
• Some weekends may be occasionally necessary
•偶尔长,irregular hours
• Office environment
• Extensive computer work
• Frequent deadline pressures
• Numerous projects in progress at any given time
• Fast-paced/high volume workload
Additional Information:
Job Posted:
Thursday, December 23rd
Type of Work:
Full Time
Job Category:
Job Level:
Mid-Level