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.

• 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

• 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 Delicatoa preferred supplier
• Identifiesopportunities 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 system upgrades and enhancements
• Documents key departmental processes and workflows to ensure the Customer Service team works together and follows consistent, efficient procedures to maximize efficiency and accuracy
• Acts as Subject Matter Expert (SME) and represents order management functions on projects, day to day cross-functional interactions, and system implementations
• Investigates and resolves customer and order management related issues; participates in decision making and problem solving activities with a high level of team interaction; escalate issues, suggests solutions and brings forward ideas for resolving operational issues
• Provides reporting from InfoView and SAP to support Sales and Marketing with timely and accurate information; customizes and creates ad hoc reports to respond to requests for information
• Models and helps define department policies and procedures related to order processing and communication
• Ensures that the Company delivers sales and shipping targets for fiscal periods by working closely with Distribution to prioritize and manage orders at month-end; maintains extensive knowledge of product lines, discontinued items, label and vintage changes and helps communicate these within the customer service team and to the customer, as appropriate

*Other duties may be assigned

Education and Experience

• Bachelor's degree in Business or Supply Chain or equivalent years of experience
• Minimum 5-7 years' experience in Customer Service or Supply Chain-related role within a consumer goods environment
• System/Process leadership experience working in a fast-paced environment

Knowledge, Skills, and Abilities

• Must demonstrate high attention to detail and have strong analytical and problem-solving skills
• Ability to work in a fast-paced environment and manage multiple inputs and variables related to Order Management
• Must have excellent communication skills and ability to communicate with all levels of management
• Strong expertise with MS Office Suite with ability to build and update complex excel workbooks
• Advanced working knowledge of SAP Sales Distribution and Esker Order Management systems
• Strong ability to connect the dots and develop cross functional synergies through current systems and processes

• General office and distribution environment
• Occasionally may be required to drive automotive vehicle to Geyserville location.
  

• Acts in a manner reflective of the Company culture of High Moral Standards, Innovation and Continuous Evolution, Trust in Team, Continuous Improvement, and Sustainable Relationships
• Communicates, interacts, and works effectively with others; receptive to feedback and coaching; voices concerns in a constructive manner
• Demonstrates commitment to safety first; communicates safety concerns; promotes a safe work environment based on established safety standards and training
• Follows all Company policies and procedures

Management retains the discretion to add to or change the duties of the position at any time.