Purpose: The Customer Service and Inside Sales Manager is charged with delivering high-quality service to Brew Dr. Kombucha’s customers and sales force through sound order management principles, exemplary communication, use of data analysis skills, and general business comprehension skills. Position works closely with Supply Chain, Distribution and Logistics partners, Sales, Finance, and Manufacturing areas to ascertain order status and opportunities for increased revenues.
Reports to: Director of Supply Chain
Job Duties:
  • Develop and implement Customer Service based processes and systems to increase sales;
  • Look for opportunities to increase orders through review of customer inventory data and order history;
  • Manage orders to ensure high levels of fulfillment and timeliness through communication with 3PL Warehouse, Logistics, and Manufacturing partners;
  • Analyze sales history, customer sales data, and market development information to build suggested order cadence for key or other customers;
  • Provide excellent Customer Service through communication and problem solving to include quick responses to Customer inquiries, using resources as required to ensure customer satisfaction.
  • Promptly address Voice of the Customer concerns; coordinate corrective actions with internal stakeholders for routine Customer Service Issues.
  • Work with Sales organization to generate orders and secure purchase orders.
  • Coordinate information with Demand Planner and Supply Planner to contribute to S&OP process;
  • Coordinate with Finance and Sales teams to confirm pricing and other order details match company programs and standards,
  • Act as part of implementation/process improvement team for ERP system development,
  • Ensure that customer supply needs are met whenever possible
  • Manage Customer Service staff to ensure superior service and cost control
  • Work to improve our shipping costs and help the sales organization with these costs in relation to our pricing models and revenue management with our customers
  • Look for ways to remove bottlenecks and obstacles and create as clear a path as possible for all logistics operations
  • From time to time receive sales and distribution inquiries and quickly route them to the right Brew Dr. sales or ops team
  • Provide monthly or quarterly analytics related to Customer Service and Inside Sales at direction of management
  • Other projects as required
The Basics for the Position:
  • Demonstrated passion and enthusiasm for company’s product
  • Ability to maintain and spread positive attitude in deadline situations
  • Ability to independently solve problems and drive for solutions outside of established processes or systems,
  • Excellent communication skills and ability to juggle multiple strategic projects
  • Ability to motivate and inspire all levels of staff
  • Results-driven individual with solid leadership skills
  • Advanced analytical skills, able to see patterns, and be a swift yet thorough decision-maker
  • High level of proficiency in Microsoft Excel, PowerPoint, and Word
  • Ability to master our ERP software and all other software we may need to roll out
Candidate Should Have:
  • Bachelor’s Degree or equivalent
  • 5 years experience in customer service, inside sales, or supply chain operations
  • Experience working with and managing implementation of ERP, WMS, and/or TMS software
  • Food or Beverage industry experience a plus
Through the combined effort of our Teahouses, Brew Dr. Kombucha, and Thomas & Sons Distillery, Townshend’s Tea Company is dedicated to crafting unique and always-delicious tea beverages. Our commitment to authenticity and integrity is mirrored in the care we have for our people, our community and our planet.
Brew Dr. Kombucha is proud to be the first national kombucha company to become a Certified B Corporation. As a B Corp, we are verified to meet the highest standards of social and environmental responsibility, accountability, and transparency. We’re using business as a force for good to help preserve the world we love through implementing a closed-loop brewing practice, sourcing 100% renewable energy, and donating to ecologically-minded non-profits. Learn more about our B Corp initiatives here .
Working hard to use our planet’s resources more wisely and take better care of people is very important to us. It is the responsibility of the person in this role to work with colleagues and supervisors to execute on the activities of the department that contribute to fulfilling our commitment to environmental sustainability.

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