Job Description

Position Title: Reports to: Department: Revised: FLSA Status: Summary: This individual is responsible for ensuring that all customer orders, for final product and feed additives, are received and processed efficiently and accurately by the customer service staff. Primarily, this individual supervises the activities of the customer services staff, ensures that department follows established processes and procedures. This individual also works with Area Sales Managers to provide product to customers/distributors and works closely with the Planning, Distribution, Regulatory, Quality Assurance, and Production departments. Occasional travel will be required. Essential Duties and Responsibilities: 1. Supervises Customer Service staff by assigning tasks as necessary, setting performance expectations and goals, conducting performance reviews, and enforcing the companys policies. Assures staff is properly trained and training is updated regularly. Directly responsible for ensuring all customer orders are received in a courteous manner and that the products ordered are delivered in good condition, priced correctly, and on time. Ensures that all required documentation, communications, and legal requirements are accomplished for product shipping to both domestic and international customers. Ensures that files are kept of all documents in an orderly and timely manner. Ensures that all customer service personnel complete annual compliance training to cover USDA, FDA, and Department of Commerce regulations. Serves as the primary contact for Area Sales Managers and is the liaison for the National Sales Force. Ensures that customer complaints are resolved in a timely manner and conducts a Root Cause Analysis to minimize future complaints. Participate in the preparation and management of the departments operational budget as well as make recommendations regarding the annual capital budget. Regularly review and manage open orders/backorders to ensure customer needs are met and that communication is ongoing both internally and externally. Directly responsible for processing, receiving, filling, invoicing, sending import notifications, and assembling inventory reports for Feed Additive orders. Ensure that customer data is maintained in the data warehouse, including customer profiles, and shipping instructions. Create and maintain SOPs as necessary. Initiates meetings and/or projects to better position the organization for future growth by understanding the trends in both industry and the customer service field. Provides weekly reports as needed by the Supply Chain Manager, Director of Operations and/or Lohmann Animal Health in Cuxhaven, Germany. Provides leadership and vision for Customer Service as part of the Supply Chain department. Other duties as assigned. Customer Service Supervisor Supply Chain Manager Customer Service February 2012 Exempt (salary)

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Qualifications: An Associates Degree in Business or International business is desirable; however, five years of related experience and/or proven abilities may be substituted. Must possess strong organizational and supervisory skills, be flexible, and be able to manage multiple priorities and deadlines at a time. Must have training in international/domestic customer service, and sales. Solid computer skills in Excel and Word and the ability to communicate professionally, verbally and in writing, is essential. Skill in giving presentations and communicating in group settings is also desirable.

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Note: All LAHI job descriptions are guidelines to assist employees in awareness of qualifications and performance expectations for their respective positions. It is not possible or desirable to commit every detailed aspect of each job to a written description. Each employee is expected to continually improve their knowledge and understanding of their job requirements and to use this information to increase insight as to the scope of their responsibilities. Job descriptions alone cannot be used as an argument to refuse work assignments.