Customer Service Manager

Overview The Industrial Fumigant Company (IFC), a division of the Rollins Corporation, has been a leading provider of Pest Management and Consultation Services to the Food and Commodity Industries for over 85 years!

Our Customer Service Manager position gives you an opportunity to help customers with your service mindset and your drive to be accountable to a team that’s counting on you. You’ll excel with organizational skills and commitment to accuracy in a fast-paced dynamic environment. You’ll have more than a job—you’ll have a career with growth potential and benefits that go beyond the basics.

Your path to joining this great company and growing your career is only one click away!!

Responsibilities As a Customer Service Manager , you will be a Subject Matter Expert and play a pivotal role in ensuring every customer has experience, that’s World Class. You will field incoming requests and product orders to service customers’ needs along with supplying technical documents for our customers and IFC service specialists.

We Offer...

• Competitive Salary
• Employee discounts
• Tuition reimbursement
• Dependent scholarship awards
• 401(k) matching
• Dental insurance
• Employee discounts
• Employee stock purchase plan
• Health insurance
• Life insurance
• Maternity leave
• Paid time off
• Tuition reimbursement
• Vision insurance

You will...

• Oversee and manage all areas of the customer service department.
• Manage customer service department teammates, including hiring decisions.
• Provide and oversee relations with customers and IFC teammates including taking orders, preparing quotes, and answering product and shipping questions.
• Process orders including entering, printing orders and bill of lading. Process invoices for product sales and export orders.
• Secure shipment quotes, spot quotes and transit times.
• Log orders and track shipments to ensure adequate delivery times for the customers.
• Identify, research, and resolve customer concerns and issues.
• Process required RMA’s.
• Establish new customers in the CRM system.
• Verify customer’s required pesticide use licensing and categories to the RUP Database.
• Maintain knowledge and management of various product stewardship requirements.
• Maintain and update License Database with accurate customer data.
• Verify Company Approval List for products against the APL Access Database
• Research information on products including calling vendors, manufacturers and locating specific parts, products or literature.
• Provide literature, catalogs, new customer packets and other special projects
• Track shipments and ensure on time delivery, including trucklines, UPS, FedEx and others.
• Secure the required freight and shipping quotes.
• Maintain/update customer records; customer typing and parent company in CRM.
• Maintain/update inventory items; verify descriptions and active codes.
• Maintain customer and system “by type” pricing.
• Conduct product sales reporting.
• Develop and maintain sales strategies for product and special sales programs.

Additional Job Functions

• Manage Customer Service Department and teammates.
• Maintain Various Procurement Systems such as IBX, Ariba, Sterling, SDI and E-Buy
• Maintain/update various databases and Excel Spreadsheets by updating the data/pricing.
• Verify and track orders from the procurement systems
• Maintain and update the Company’s Website -Products and Catalog section with new content
• Knowledge of Cloud CMS
• Purchasing Back-up by verification of purchase requisitions, issue purchase orders to vendors.
• Verification of product availability from vendor, delivery time status and pricing.
• Process invoices from the vendors and send them to the accounts payable department.
• Creating various forms with the use of Adobe Pro Software.
• Performing data entries and Submitting information to the SharePoint Software

Why IFC?

• Founded in 1937, IFC has developed a market-leading reputation for providing consistent, reliable and high-quality service to our clients.
• IFC is a nationwide pest management firm specializing in the food industry.
• IFC is a leader in the Pest industry with financial stability
• IFC is financially stable and growing as a subsidiary of Rollins, Inc., (NYSE: ROL), headquartered in Atlanta, GA

Qualifications Any combination of education and experience providing the required skill and knowledge is qualifying. Typical qualifications would be equivalent to:

Education/Experience

• Associate College Degree or Technical/Trade/Business School Certificate
• 1 to 2 years of experience in customer service-related capacity required

Skills

• Effective verbal, written and interpersonal communication skills
• Sound judgment, conflict resolution abilities and decision-making abilities
• Excellent telephone techniques and customer service skills
• Efficient, data entry skills, accurate typing skills and ten-key calculator by touch
• Prioritize workload and good trouble shooting abilities
• Good organizational and time management skills
• Ability to concentrate in a diverse work setting

Knowledge

• Working knowledge of PCs and software applications, including Word, Excel, Access
• Picture Manager, Adobe Pro, SharePoint, Publisher, and Cloud CDMS
• Strong knowledge of office procedures and equipment
• Knowledge and experience related to customer service or sales

Physical Demands / Working Environment Candidates must meet physical job requirements and safely perform the job duties with or without accommodations:

• Must be physically able to operate a variety of machines and equipment including computer, office equipment, telephone, etc.
• Physical demands are essentially those of sedentary work.
• Tasks may require extended periods of time at a keyboard or workstation.
• Extensive keyboard and computer work with long periods of sitting. Intermittent walking and standing
• Constant reaching, handling, talking, hearing, near sight acuity, concentration, judgment, and writing ability

IFC is an Equal Opportunity / Protected Veterans / Individuals with Disabilities Employer