· Supervising day-to-day operations in the customer service department.

· Create, train, and enforce Standard Operating Procedures (SOPs) for the Customer Service Department.

· Oversee and assess customer service employees' activities and provide them with regular performance-related feedback.

· Identify opportunity for operational improvements and implements solutions.

· Maintain documentation pertaining to the activities of the Customer Service Department.

· Monitors and evaluate staff performance.

· Troubleshoot customer complaints and provide effective resolutions to ensure customer satisfaction and retention.

· Provide direct employee and/or customer support for complicated or critical issues.

· Update company lists, which include but are not limited to shipping, contacts, receiving, and forms.

· Answer and distribute customer inquiries via phone and email.

· Prepare samples and company "swag" for mailing per customer request.

· Process incoming orders utilizing the Great Plains (GP) system.

· Prepare and/or distribute timely, accurate information about incoming customer order status.

· Prepare, enter, and keep current bills, invoices, and bank deposits.

· Setup payables for weekly payments.

· Check for discrepancies and resolve customer billing issues.

· Facilitate payment of invoices due by sending bill reminders and contacting clients.

· Generate financial statements and payables reports detailing accounts receivable status.

· Post customer payments by recording cash, checks, and credit card transactions.

· Post receipts in the Great Plains Accounting System.

· Summarize receivables by maintaining invoice accounts, verify totals, prepare reports, as necessary.

· Always maintains company confidentiality.

· Maintain records by documenting, tracking, and archiving invoices, debits and credits according to date stamp and alphabetical order.

· Coordinate meetings w/Clerical/Customer Support as needed and record minutes of those meetings.

· Provide weekly updates to the Production Team, Director Sales/Technology, CEO and others that need to be in attendance.

· Help to achieve team goals and daily production targets.