CUSTOMER SERVICE MANAGER

Fall Creek is creating a world with better blueberries through its friendly, collaborative team spread across the globe. To help us accomplish this, we are seeking a qualified Customer Service Manager This position will be located in Aználcazar (Sevilla).POSITION SUMMARY:This position manages the entire Customer Service area and ensures the team is performing; He/she is responsible for the transactional part of the sales process, including invoicing and payment, contract, and plant shipping. The CSM is expected to be responsive to our (internal and external) customer’s needs.ORGANIZATIONAL FIT:Directly reports to the Commercial Manager EMEA. Acts as a member of the customer service team and works closely with all departments, especially Area Managers, Finance and Legal. Coordinate with the shipping team.JOB SETTING:Partial Office setting. Some travel may be required.ESSENTIAL DUTIES: (Other duties may be assigned) Manage the Customer service representatives within the EMEA region, including goal setting and appraisal process, recruitment and training within the function Guarantee the correct liaison between Customers, Customer Service Rep, Grower Support, production and logistic departments. Design, train and enforce processes related to Shipping, Order to cash, Recuring revenue, Prices update…, as well as their implementation on the ERP and CRM Provide business update to other departments, including shipping forecast, financial and revenue forecast … Supervise the billing and receiving of FC Collection recurring fees Support the team and help to solves customer’s complex issues and/or complaints, in close collaboration with the Grower Support Team, Sales Area Manager and Commercial Manager EMEA. Assists Key Accounts Manager and Area Manager with placing orders and scheduling shipments. Communicates with the Grower Support Team and answers questions on prices, customer order status, delivery schedules, and future production. Represents Fall Creek to visitors and guests and attends industry-related meetings and tradeshows. Maintains accurate data in the software and monitors inventory levels. Provide non-technical customer supportADDITIONAL DUTIES: Collaborates and coordinates the management of the Forecast. Will be responsible for the necessary reports, as required (Power BI, Excel). Will be in charge of training Grower Support on CRM functionalities (Salesforce) Will be in charge of participating in the proposals for improvement of the departmentprocesses.Required Education, Knowledge, Skills And Training Typically requires an international trade vocational training and 2+ years customer service or administrative. High level of Spanish, English are mandatory. Other business-related language would be a plus. Strong administrative skills including professional telephone demeanor. Familiarity with Microsoft, Oracle Netsuite and Power BI. Skills using Outlook. Must have the ability to schedule meetings, enter tasks, and update calendars. Excellent oral and written communication skills. Ability to create and sustain successful relationships with customers and colleagues. Ability to prioritize work within established guidelines and follow through on a variety of requests. Ability to work under tight deadlines. Ability to calculate figures and amounts. Collaborative team member, positive attitude, and exceptional organizational skills. Regular and reliable attendance at the primary place of business. Must demonstrate professional and ethical business practices, adherence to company values, and a commitment to personal and professional development.Desired Qualifications BilingualEnglish / Spanish Database experiencePosition requires an executed confidentiality and non-solicitation agreement.Who is Fall Creek? We’re a US-based company with a keen focus on blueberry genetics, plants, and grower support delivered to the world’s premier blueberry growers. From our humble beginnings in Lowell, Oregon more than 40 years ago, we now also have wholly-owned nurseries in Mexico, Peru, Spain, South Africa, Netherlands, China, and Chile. Additionally, we have built a global team of the finest breeders, researchers, propagators and nursery professionals, grower support technicians, sales and customer service experts and more. We’re a deeply-planted link in a global chain, ready to serve our customers and our industry throughout North, Central, and South America, Greater Europe, Asia, and Africa. Our mission is to serve the growers and to support the blueberry industry, helping to ensure growers maximize success through our delivery of the best genetics and plants, technical know-how and global market intelligence. To fulfill our mission, we focus on cultivating exceptional plants, building strong relationships and providing responsive customer service. This is all part of how we’re helping to build A World with Better Blueberries™.