Although this position would appear to be adversarial in nature, if approached properly, showing the proper respect to each of the functional areas and the staff that work in these areas, the customer service manager can be the liaison that bonds the distribution center with the end consumer. The upbeat nature of a good customer service manager can often be mistaken for weakness; however, this type of personality can break down barriers by reinforcing the non-confrontational, teamwork oriented nature of the position. Confronting the issues and being frank about possible solutions is necessary, however, the customer service manager must remember that this position does not actually resolve any issues. This person actually resolves issues as a true manager should, by working through others to achieve the desired results.
Customer service in the distribution center environment is divided into two distinct categories (product delivery, and issue resolution) with two distinct customers (internal and external). Product delivery includes receiving, order processing, trailer loading, and transportation to the stores. Issue management includes issue identification, research, issue resolution on both short-term and long-term levels, and communication. Internal customers include distribution center personnel and corporate officers. External customers include your clients' receiving managers, store managers, district managers, and other senior managers. Even if the clients you are servicing belong to the same company that you do, you need to promote their needs in the same manner you would for a customer who does not belong to your company.
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